Customer Experience Rep; BIL; Level 1

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Regular Full-Time Non-exempt Remote, US

Join the Mission. Empower Financial Wellness.

Become a Customer Experience Representative at Navicore Solutions

Navicore Solutions is a nonprofit organization dedicated to helping individuals and families create, restore, and maintain financial wellness. We provide compassionate financial counseling to consumers nationwide in the areas of personal finance, consumer credit, student loans, foreclosure prevention, housing, disaster recovery, bankruptcy counseling, and financial education.

Our mission is to strengthen the well-being of individuals and families through education, guidance, advocacy, and support.

If you are passionate about helping people overcome financial challenges, building meaningful connections, and helping clients make lasting progress toward financial stability, we would love to have you on our team.

Navicore Solutions is currently seeking Bilingual (Spanish)
Customer Experience Representatives to join our Customer Service Department. This is a full-time, fully remote position, and we provide the equipment you need. Training is also conducted entirely online.

• Regular: Monday–Friday, 11:30 a.m.–8:0p.m. EST (after training)
• Training: Monday–Thursday, 8:30 a.m.–7:00 p.m. EST

As a Bilingual (Spanish)
Customer Experience Representative, you will serve as a primary point of contact for clients enrolled in Navicore's Debt Management Program (DMP), supporting them throughout their journey toward greater financial stability.

This role goes beyond answering questions and servicing accounts. You will build relationships with clients, understand their individual needs and challenges, and provide personalized guidance and solutions that help them successfully navigate their program.

You will help clients manage their accounts, understand creditor policies and program requirements, resolve concerns, and overcome barriers that could prevent them from successfully completing their DMP. When clients are struggling or considering leaving the program, you will listen, identify the underlying concern, reinforce the value of their plan, and work with them to identify practical solutions that help them stay engaged and continue progressing toward their financial goals.

Success in this role comes from combining strong problem-solving skills with empathy, active listening, clear communication, personal accountability, and a genuine desire to help clients succeed.

• Serve as a primary point of contact for clients enrolled in our Debt Management Program, providing compassionate, personalized support primarily by phone, as well as through email, text, and other approved channels.
• Handle an average of approximately 30 client calls per day, typically lasting 5–10 minutes, helping clients understand their accounts, creditor policies, program requirements, and next steps.
• Build trust through empathy and active listening, taking ownership of client concerns and working to resolve routine and complex account issues.
• Help clients stay engaged and successfully complete their DMP by reinforcing program benefits and identifying practical solutions to affordability, payment, or other challenges.
• Provide relevant credit and budgeting education, review Client Action Plans, and conduct proactive follow-up when clients need additional support.
• Handle difficult or emotionally charged conversations professionally and with a solution-focused…