Bilingual Customer Service Representative - Loan Servicing

Credit9 is a financial services company focused on helping clients address debt problems and achieve their financial goals. The Bilingual Customer Service Representative will manage inbound and outbound customer communications, resolve issues, update CRM records, support enrollment and program modifications, and provide excellent customer service.

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