Bilingual Customer Service Representative (Loan Servicing)

Credit9 is seeking a Bilingual Customer Service Representative to join our team. The primary responsibilities for this role include managing inbound and outbound calls, handling escalated issues, and delivering outstanding customer service while updating information in our CRM.

Responsibilities:

• Manage a high volume of inbound and outbound calls to update our clients
• Answer client emails/chats through our internal database
• Follow call center scripts when handling different topics
• Redirect clients to appropriate departments and teams when applicable
• Identify customer needs, clarify information, research every issue, and provide solutions
• Keep records of all conversations in our call center database CRM
• Assist Debt Consultants with client enrollment processes
• Follow all communication procedures, policies, and guidelines during every customer interaction
• Update client information through the progression of their enrollment (email, chat, or phone)
• Assist clients with modifications to their program (Drafts, Billing, Retention, etc.)
• Maintain professional relationships with customers through ongoing excellent customer service
• Meet or exceed call quotas both personally and as a team

Requirements:

• Ability to collaborate effectively within a team
• Fluent in both Spanish and English
• Proficient typing skills for accurate data entry and record-keeping
• Fundamental understanding of computer operations
• Customer-centric attitude with patience, friendliness, and positivity
• Practical communication skills (verbal and written)
• High School diploma or equivalent required
• Prior customer service is preferred