Customer Service Representative

Job Description

Job Description

Description:

Bring Your Service. Bring Your Accuracy. Bring Your Customer Care.

At Goal Solutions we believe our employees are our greatest asset. We are an employee-focused company, committed to fostering a supportive and inclusive workplace where personal growth, work-life balance, and well-being are prioritized. We believe happy employees lead to happy customers, and we are looking for individuals who share our passion for delivering exceptional service while thriving in a positive environment.

If these values resonate with you, we encourage you to apply for one of our Customer Service Representatives in Sioux Falls, SD.

Full Time Shifts : Various shifts Monday-Friday

CSR I Pay Range : $15-$18 + up to $450/month bonus

Enjoy our perks like:

• Free snacks in the office
• 14 paid holidays every year
• The best work culture you’ve ever known!

Full timers also enjoy:

• 3-week vacation accrual
• 401(k) + company match up to 4%
• Medical, dental, and vision coverage
• Annual HSA contribution of $1,700
• Life insurance, disability, and critical illness
• Tuition reimbursement program
• Paid Parental Leave
• $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day

Job Description:

The Customer Service Representative role encompasses key responsibilities which may include answering inbound calls, making outbound calls, responding to emails, and performing administrative projects. Inbound calls primarily consist of borrowers inquiring about the servicing of their consumer loan account. Outbound calls primarily consist of returning voice mails and calling borrowers to inform or remind them of their repayment options. Ideal candidates will demonstrate strong attention to detail and the ability to adhere to various rules and regulations related to consumer loans across multiple clients. Administrative responsibilities primarily include procedural tasks such as recording and tracking documents, phone call or email follow-up and special fact gathering assignments as needed.

Responsibilities:

• Perform responsibilities following standard operating procedures to meet or exceed documented service level goals
• Have a high degree of awareness and understanding of information security
• Answer inbound calls and reach first touch resolution on borrower questions or issues
• Make outbound calls to respond to customer voice mails, provide loan updates, and provide options or counseling to borrowers in need of repayment assistance
• Respond to customer emails and mail
• Record customer interactions, open/close activities in system of record
• Perform administrative functions such as document tracking and recording, payment tracking and recording, legal tracking and reporting, and ad-hoc projects as needed
• Follow and understand all compliance and operational guidelines to ensure major areas of responsibilities are completed to compliance guidelines and standards

Essential Functions:

• Regular and punctual attendance
• Answer customer inquiries
• Adhere to policies and procedures
• Complaint resolution that aligns with Goal’s core values
• Customer retention and relationship building
• Documentation and data entry

Work Environment and Physical Demands:

• Ability to stand/sit for extended hours of time
• Ability to remain at workstation for long periods of time
• Ability to work in an environment with a moderate to loud noise level
• Heavy keyboard/mouse usage required with repetitive movements

Basic Minimum Requirements:

• 6+ months call center customer service or retail customer service position
• Proficiency in Microsoft Outlook, Word, and Excel
• Workflow management experience
• Ability to follow documented Best Practices and Standard Operating Procedures
• Ability to communicate in a clear, concise, and professional manner
• Ability to prioritize, be organized, and manage time effectively to meet service level goals

Bonus points if you have:

• Consumer finance or student loan experience
• An eagerness to learn and grow your leadership skills
• A drive to succeed, a sense of urgency, and a passion for your work
• An all-around team player attitude

About Goal Solutions

Goal Solutions (“Goal” or the “Company”) is an innovative financial services company delivering comprehensive and customizable Primary and Backup Servicing, Asset Management, and SPV Administration solutions. Driven by technology, data science, and industry expertise, Goal is a strategic partner across the entire consumer finance lifecycle. Our experienced leadership team has worked collaboratively for over a decade, managing over $42B in consumer assets.

Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal serves key markets such as residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently, Goal supports a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities.

Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named “Best Places to Work” by the San Diego Business Journal since 2015.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.