Customer Service

Company: The Goal Family of Companies
Location: Sioux Falls
Posted on: June 12, 2021

Job Description:

Job Title: Customer Service Representative

Location: Sioux Falls, SD

Classification: Non-Exempt

Company Overview:

Goal Structured Solutions, LLC (GOAL or the Company) is a multi-faceted company that provides end-to-end services to clients primarily in the higher education finance sector, residential solar and home improvement lending. Directly or through its subsidiaries, GSS Data Services, Launch Servicing and Turnstile Capital Management (TCM). GOAL provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Currently GOAL serves a variety of clients such as hedge funds, traditional banks, ABS structures, insurance companies, investment banks and colleges and universities with over $26B in assets under management.

GOAL will continue to grow the business both organically and through acquisitions. Senior GOAL leadership has been working together for almost fifteen years and we pride ourselves and our work on our mission, values, culture and service to our community. Our companys operations are headquartered in San Diego, CA and has been voted as San Diegos Best Employers since 2015.

Additional information about GOAL can be found at .

Job Description:

Each Customer Service Representative role consists of major areas of 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 Servicer or agency placement of their consumer loan account. Outbound calls primarily consist of returning voicemails and assisting with questions on their consumer loan account. The Customer Service Representative will have a high attention to detail to follow various sets of rules and regulations regarding consumer loans held across multiple Servicers and Agencies. Administrative responsibilities primarily include procedural tasks such as recording and tracking documents, phone call or email follow-up in CRM, and special fact gathering assignments.

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 assist in the flow of directing customers to the correct outcome of the request.
• Make outbound calls to respond to customer voice mails, liaise with partner Servicers and Agencies, provide account updates.
• Respond to customer, servicer and agency emails and mail.
• Record customer interactions, open/close activities in Salesforce CRM.
• 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.

Basic Minimum Requirements:

• 2+ years working in customer service position performing phone and administrative responsibilities; consumer finance or student loan experience is a plus.
• Proficiency in Microsoft Outlook, Word and Excel.
• Customer Relationship Management (CRM) database 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:

• Associates degree; advanced education is a plus.
• Consumer finance or student loan experience.

Qualities we look for in our candidates:

• An eagerness to learn and grow your leadership skills.
• A drive to succeed, a sense of urgency, and a passion for the work.
• All-around good team players who are self motivated.
  

Competitive pay with bonus, and comprehensive benefits package that includes, but not limited to:

• 401(k) Company Match at 4%
• Medical, dental, and vision coverage
• Annual HSA contribution of $1,500
• Life insurance, disability, and critical illness
• Birthday Holiday
• Unlimited snacks and drinks (when we are in the office)
• Tuition reimbursement program
• Generous paid leave policies
• $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical day
• Community, Wellness funds and more

Learn more about our benefits by viewing our.

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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Keywords: The Goal Family of Companies, Sioux Falls , Customer Service, Other , Sioux Falls, South Dakota