Customer Service Representative - Bilingual

Bilingual Customer Service Representative

Build a Career. Earn Flexibility. Make an Impact.

Starting pay: $16–$18/hour + $2/hour bilingual pay, with the opportunity to earn up to $450/month in performance-based bonus incentives.

Who we are looking for: adaptable, high-achieving, customer-focused professionals who thrive in fast-paced, high-volume environments and take pride in accurate, compliant work.

About Goal Solutions

At Goal Solutions, we support borrowers and clients through technology, data, and financial services expertise. We are growing and looking for customer-focused professionals who want to do meaningful work in a diverse, inclusive, and authentic team environment where people work hard, support one another, and celebrate wins together.

Customer Operations at Goal:
How This Role Fits In

Our Customer Service team plays an important role in delivering clear, consistent borrower support while maintaining strong compliance and operational standards. As a Bilingual Customer Service Representative, you will serve as a primary point of contact for borrowers in both English and Spanish while supporting accurate communication, documentation, and follow-through across our servicing operations.

What You'll Do

You will support borrowers through inbound and outbound communication while ensuring interactions, documentation, and follow-up align with procedures, compliance requirements, and service expectations. Your bilingual communication skills will help ensure borrowers receive accurate, timely, and empathetic support in their preferred language.

Impact You'll Make in This Role

• Deliver consistent, professional borrower support across phone, email, and written correspondence in both English and Spanish.

• Resolve borrower questions whenever possible with clarity, empathy, and accuracy.

• Maintain accurate and timely documentation of customer interactions and account activity.

• Support compliance alignment by following established procedures and regulatory guidelines.

• Build positive borrower relationships grounded in trust, professionalism, and follow-through.

• Help improve the customer experience by ensuring language is never a barrier to exceptional service.

Key Role Responsibilities

• Answer inbound calls from borrowers regarding consumer loan servicing, payment history, account status, and repayment options.

• Make outbound calls to return voicemails, provide account updates, and support borrower follow-up needs.

• Respond to borrower emails and written correspondence in a timely and professional manner.

• Navigate multiple servicing platforms and internal systems to research accounts and resolve borrower inquiries.

• Record and track customer interactions and account activity in the system of record.

• Perform administrative servicing tasks including document tracking, payment recording, legal tracking, data entry, and ad-hoc projects.

• Follow standard operating procedures to meet or exceed documented service level goals.

• Maintain a high degree of awareness around information security and data privacy.

• Adhere to all compliance, regulatory, client-specific, and operational guidelines.

Who Thrives in This Role

The most successful Bilingual Customer Service Representatives are adaptable, accountable, and motivated by providing exceptional customer experiences while maintaining accuracy and compliance.

• Thrives in a fast-paced, high-volume, performance-driven environment.

• Adapts quickly to changing priorities, processes, client needs, and business demands.

• Demonstrates urgency, accountability, ownership, and a strong work ethic.

• Maintains accuracy and attention to detail while working efficiently.

• Comfortably learns and navigates multiple systems, technologies, and procedures.

• Manages multiple tasks while meeting quality, productivity, and service-level expectations.

• Communicates clearly, professionally, and empathetically with borrowers and team members.

• Brings a positive, resilient, team-oriented mindset and a willingness to support others.

What You Bring

• Experience in a customer service, call center, retail, or customer-facing role.

• Fluency in both English and Spanish with excellent verbal…