Customer Solutions Specialist; Spanish Bilingual

Reprise Financial is on a mission to simplify the financial journey for our customers, making personal loans accessible and transparent. We leverage technology and a customer-first approach to provide fast, reliable personal loans of up to $25,000, ensuring our clients receive the support they need without hidden fees or complex terms. Our commitment to integrity and clarity allows us to foster trust and empower individuals to take control of their finances.

At Reprise Financial, we foster a workplace built on innovation, collaboration, and kindness. Our mission to simplify the financial journey for our customers inspires us to exceed expectations and make a meaningful impact.

We provide the tools, resources, and support for employees to thrive in a dynamic, customer-focused environment. Transparency, continuous improvement, and open communication drive our culture of trust and excellence, where new ideas are valued, and growth is encouraged.

Join Reprise Financial and be part of a team where your contributions are recognized, and you have the opportunity to innovate, grow, and make a positive difference.

About the role

The Customer Solutions Specialist role is primarily responsible for assisting borrowers, complaint intake and management, and addressing complex customer concerns. The Customer Solutions Specialist will be responsible for follow-up and follow-through addressing customer concerns. The Customer Solutions Specialist will be a member of the Customer Experience Team and will report to the Servicing Organization.

Key Responsibilities:

Customer Championing & Support

• Act as a dedicated advocate for customers by actively listening to and understanding their concerns.

• Deliver timely, empathetic, and effective solutions.

• Handle inbound support requests promptly through phone calls, chats, and emails.

• Leverage exceptional customer service skills to provide professional and respectful assistance across all communication channels.

• Handle escalated customers with care, focusing on how we can assist them and manage customer interactions with empathy and professionalism.

• Advocate for customers by capturing and sharing feature requests and feedback.

Issue Resolution & Troubleshooting

• Troubleshoot and diagnose system or service issues efficiently.

• Investigate and resolve issues related to loan fund disbursement and payments to creditors.

• Ensure accurate and timely processing of refunds and research missing or misdirected payments.

• Maintain financial accuracy while ensuring a seamless customer experience.

Documentation & Reporting

• Investigate, track, and document all customer interactions in detail, including concerns, resolution steps, and follow-up actions.

• Maintain accurate records of communications and action items.

• Monitor recurring issues, generate trend reports, and elevate key insights to leadership for improvement opportunities.

Cross-Functional Collaboration

• Work with internal teams including Operations, Compliance, IT, and Loan Accounting to address customer concerns and improve processes.

• Assess, categorize, and reassign support requests to the appropriate team members.

• Participate in cross-functional initiatives to identify root causes of issues and support process enhancements.

Team Contribution

• Support team members by sharing knowledge and assisting with complex or escalated calls.

• Contribute to a collaborative and positive team culture.

• Actively engage in team meetings, training sessions, and feedback loops to drive continuous performance improvement.

Skills, Knowledge, and Expertise

• Communicate effectively with Spanish-speaking customers, providing support, issue resolution, and complaint management in both English and Spanish.

• 1-3 years of experience in Customer Service, Complaints, or Escalations…