Customer Service Representative

The Goal Family of CompaniesSioux Falls, SD

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Job Description

At Goal Solutions we believe our employees are our greatest asset. We are an employee-focused company, committed to fostering a supportive and inclusive workplace where personal growth, work-life balance, and well-being are prioritized. We believe happy employees lead to happy customers, and we are looking for individuals who share our passion for delivering exceptional service while thriving in a positive environment.If these values resonate with you, we encourage you to apply for one of our Customer Service Representatives in Sioux Falls, SD.Full Time Shifts: Monday-Friday 10:30am-7pm**Mon – Fri 10:30am-7pm qualifies for 10% shift differential on ALL hours!Part Time Shift: ask for availability CSR I Pay Range: $15-$18 + up to $450/month bonusCSR II Pay Range: $18-$20 + up to $500/month bonusEnjoy our perks like:

Free snacks in the office
14 paid holidays every year
The best work culture you’ve ever known!

Full timers also enjoy:

3-week vacation accrual
401(k) + company match up to 4%
Medical, dental, and vision coverage
Annual HSA contribution of $1,650
Life insurance, disability, and critical illness
Tuition reimbursement program
Paid Parental Leave
$2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day
Community funds, wellness funds, and more

Job Description: The Customer Service Representative role encompasses key responsibilities which may include answering inbound calls, making outbound calls, responding to emails, and performing administrative projects. Inbound calls primarily consist of borrowers inquiring about the servicing of their consumer loan account. Outbound calls primarily consist of returning voice mails and calling borrowers to inform or remind them of their repayment options. Ideal candidates will demonstrate strong attention to detail and the ability to adhere to various rules and regulations related to consumer loans across multiple clients. Administrative responsibilities primarily include procedural tasks such as recording and tracking documents, phone call or email follow-up and special fact gathering assignments as needed.Responsibilities:

Perform responsibilities following standard operating procedures to meet or exceed documented service level goals
Have a high degree of awareness and understanding of information security
Answer inbound calls and reach first touch resolution on borrower questions or issues
Make outbound calls to respond to customer voice mails, provide loan updates, and provide options or counseling to borrowers in need of repayment assistance
Respond to customer emails and mail
Record customer interactions, open/close activities in system of record
Perform administrative functions such as document tracking and recording, payment tracking and recording, legal tracking and reporting, and ad-hoc projects as needed
Follow and understand all compliance and operational guidelines to ensure major areas of responsibilities are completed to compliance guidelines and standards

Essential Functions:

Regular and punctual attendance
Answer customer inquiries
Adhere to policies and procedures
Complaint resolution that aligns with Goal’s core values
Customer retention and relationship building
Documentation and data entry

Work Environment and Physical Demands:

Ability to stand / sit for extended hours of time
Ability to remain at workstation for long periods of time
Ability to work in an environment with a moderate to loud noise level
Heavy keyboard/mouse usage required with repetitive movements

Basic Minimum Requirements:

2+ years call center customer service or retail customer service position
Proficiency in Microsoft Outlook, Word, and Excel
Workflow management experience
Ability to follow documented Best Practices and Standard Operating Procedures
Ability to communicate in a clear, concise, and professional manner
Ability to prioritize, be organized, and manage time effectively to meet service level goals

Bonus points if you have:

Consumer finance or student loan experience
An eagerness to learn and grow your leadership skills
A drive to succeed, a sense of urgency, and a passion for your work
An all-around team player attitude

Learn more about our benefits by viewing our 2025 Employee Benefits Brochure.Goal Solutions, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise. Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named “Best Places to Work” by the San Diego Business Journal since 2015. The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Equal Employment Opportunity

It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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