Customer Solutions Specialist, Bilingual

This is a fully remote position, open to applicants in Texas.

📋 Description

• Support borrowers by managing the intake and resolution of complaints.

• Address intricate customer issues with thorough follow-up and commitment.

• Serve as a customer advocate by attentively listening to concerns and providing timely, empathetic, and effective solutions.

• Handle incoming support inquiries via phone, chat, and email.

• Professionally and empathetically manage escalated customer interactions.

• Collect and communicate customer feature requests and feedback.

• Troubleshoot and identify system or service-related issues.

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

• Accurately and promptly process refunds; research any missing or misdirected payments.

• Ensure financial accuracy and a seamless experience for customers.

• Investigate, document, and track customer interactions, issues, resolutions, and follow-up actions.

• Keep precise records of communication and action items.

• Monitor recurring issues, create trend reports, and escalate insights to leadership.

• Collaborate with Operations, Compliance, IT, and Loan Accounting teams.

• Assess, categorize, and reassign support requests as necessary.

• Engage in cross-functional root-cause analysis and process improvements.

• Share knowledge with colleagues and assist with complex or escalated calls.

• Attend team meetings, training sessions, and feedback loops to enhance performance.

• Report to the Servicing Organization as part of the Customer Experience Team.

⛳️ Requirements

• Proficient in communicating effectively with Spanish-speaking customers in both English and Spanish.

• 1–3 years of experience in Customer Service, Complaints, or Escalations roles, specifically in regulatory compliance, customer advocacy, or complaints management within highly regulated consumer financial services or banking sectors.

• AA degree or equivalent experience is required.

• Strong understanding of federal and state consumer finance and banking laws and regulations is advantageous.

• High proficiency in complaint management systems and related software is preferred.

• Proficient in Microsoft Office applications: Excel, Word, and Outlook.

• Excellent verbal and written communication skills.

• Strong problem-solving skills and a proactive approach to addressing customer needs.

• Exceptional interpersonal skills with the ability to empathize and build rapport with customers.

• Superior organizational abilities, including multitasking and managing competing priorities under tight deadlines.

• Strong integrity and capacity to handle sensitive and confidential projects.

• Flexibility and the ability to quickly adapt to changing needs.

• Capability to constructively challenge ideas and escalate issues and concerns promptly.

• Ability to work both independently and collaboratively within a team setting.

• Must reside in an approved location by the start date.

• Must be able to provide customer support in Spanish, both verbally and in writing.

• Comfortable managing escalated customer complaints via phone, email, and chat channels.

🏝️ Benefits

• Variable annual bonus based on both company and individual performance.

• Fully remote work opportunity.

• Flexibility to work from home.

• Option to visit the office in Irving, TX whenever desired.

• Regular virtual meetings and team events.

• Access to tools, resources, and support for employee success.

• Opportunities for growth and professional development.