Job Description
At Goal Solutions, our employees are at the heart of everything we do. We’re a people-first company committed to cultivating a supportive, inclusive, and growth-oriented workplace. We know that happy employees lead to happy customers – and that’s why we prioritize your well-being, work-life balance, and professional development.
If you thrive in a positive, purpose-driven environment and love delivering exceptional service, we’d love to hear from you!
As a Bilingual Customer Service Representative, you’ll be the voice of our company – answering questions, offering guidance, and helping our borrowers navigate their consumer loan accounts. You’ll handle inbound and outbound calls, respond to emails, and support a range of administrative tasks. Strong attention to detail and a customer-first mindset are essential in this role.
Full Time Shifts: Monday-Friday 10:30am-7pm*
*Mon – Fri 10:30am-7pm qualifies for 10% shift differential on ALL hours!
Part Time Shift: Monday-Friday various shifts after 1pm
CSR I Pay Range: $15-$18 + up to $450/month bonus
CSR II Pay Range: $18-$20 + up to $500/month bonus
Bilingual Pay: additional $2/hour
Why You’ll Love Working Here:
All employees enjoy:
Free snacks in the office
14 paid holidays every year
A fun, supportive, and dynamic work culture
Full-time employees also receive:
Vacation: 3 weeks of paid vacation accrual
Health & Wellness: Medical, dental, and vision insurance + $1,650 annual HSA contribution
Retirement: 401(k) + company match up to 4%
Protection: Life insurance, disability, and critical illness coverage
Parental Leave: Paid time off for growing your family
Education: Tuition reimbursement program
Bonuses: $2,000 vacation incentive after 3 years + $1,000 sabbatical day
Perks: Community funds, wellness funds, and more
Job Description:
The Bilingual 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:
Speak fluent English and Spanish (a fluency test will be administered)
2+ years 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
Learn more about our benefits by viewing our 2025 Employee Benefits Brochure.
Goal Solutions, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise.
Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.
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.
Equal Employment Opportunity
It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
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Job Tags
Full time, Part time, Work at office, Local area, Shift work, Monday to Friday,