Serve as a subject matter expert supporting customers throughout the personal loan lifecycle, including application, post‑application, and closing activities
Handle complex customer interactions and escalations, researching issues and providing accurate, compliant resolutions
Guide customers through the personal loan application process, ensuring accurate information capture and clear explanation of loan terms and next steps
Support customers after application submission by coordinating required documentation, providing guidance, and helping prevent processing delays
Assist customers with the loan closing process, including electronic signing, branch closings, and troubleshooting technical or procedural issues
Act as a liaison between customers and internal partners such as underwriting, documentation, fraud, tax, and branch teams
Assist managers or supervisors with escalated inquiries, complaints, and complex customer situations, ensuring proper documentation and compliance
Maintain adherence to quality, schedule, and performance expectations while balancing efficiency and customer experience
Identify and recommend process improvements that enhance customer experience, operational effectiveness, and risk management

4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Bilingual speaking proficiency in Spanish and English
Experience supporting loan or consumer lending processes
Excellent verbal, written, and interpersonal communication skills
Intermediate Microsoft Office skills
Strong problem-solving and analytical skills
Strong organizational, multitasking, and prioritization abilities
Ability to make timely and independent judgment decisions while working in a fast-paced, customer-focused environment
Ability to maintain professional etiquette under pressure
Experience troubleshooting common computer or system issues
Ability to navigate multiple computer systems, screens, applications, and search tools while working on the phone
Demonstrated ability to provide strong customer service by actively listening, eliciting information efficiently, and resolving complex customer issues
Solid knowledge and understanding of financial products, services, and operations

Senior Customer Service Representative, Bilingual

Key skills