Client Support Specialist

2 weeks ago

Sioux Falls, South Dakota, United States The GOAL Family of Companies Full time
Position Available: Client Support Specialist I & II

Work Schedule:
Full Time: Monday-Friday, various shifts between 7am - 7pm (No weekends)
Part Time: Monday-Friday, 12pm-5pm

Compensation:
Client Support Specialist I: $15-$18
Client Support Specialist II: $18-$20

Incentives:
Monthly bonus opportunities

Benefits Include:
- Complimentary snacks in the workplace
- 14 paid holidays annually
- Exceptional workplace culture

Full-time employees also receive:
- 3 weeks of vacation accrual
- 401(k) plan with company match up to 4%
- Long-term incentive program
- Comprehensive medical, dental, and vision insurance
- Annual HSA contribution of $1,600
- Life insurance, disability, and critical illness coverage
- Tuition reimbursement program
- Paid parental leave
- $2,000 vacation incentive after 3 years plus a $1,000 sabbatical day
- Community and wellness funds, among other perks

Role Overview:
The Client Support Specialist II position encompasses key responsibilities, including handling incoming calls, initiating outbound communications, responding to electronic inquiries, and executing administrative tasks.

Incoming calls primarily involve clients seeking information regarding their consumer loan accounts.

Outbound communications mainly consist of returning voicemails and reaching out to clients to inform them of their repayment options.

The Client Support Specialist must exhibit meticulous attention to detail to adhere to various regulations and guidelines concerning consumer loans across multiple clients.

Administrative duties include procedural tasks such as documenting and tracking records, following up on calls or emails, and conducting special fact-gathering assignments as required.

Key Responsibilities:
- Execute responsibilities in accordance with standard operating procedures to achieve or surpass established service level goals.
- Maintain a high level of awareness regarding information security.
- Address incoming calls and strive for first-contact resolution of client inquiries or issues.
- Conduct outbound calls to respond to client voicemails, provide updates on loans, and offer options or guidance to clients needing repayment assistance.
- Manage client emails and correspondence.
- Document client interactions and activities in the designated system.
- Perform administrative functions such as tracking and recording documents, payment processing, legal tracking, and ad-hoc projects as necessary.
- Comply with all operational and compliance guidelines to ensure responsibilities are fulfilled according to standards.

Basic Qualifications:
- Minimum of 2 years in a call center customer service role; experience in consumer finance or student loans is advantageous.
- Proficient in Microsoft Outlook, Word, and Excel.
- Consistent and reliable attendance.
- Experience in workflow management.
- Ability to adhere to documented best practices and standard operating procedures.
- Strong communication skills, both clear and professional.
- Capacity to prioritize tasks, stay organized, and manage time effectively to meet service level objectives.

Learn more about our benefits by reviewing our Employee Benefits Brochure.

About The GOAL Family of Companies:
Goal Solutions, LLC is a forward-thinking consumer loan servicing and asset management firm that delivers comprehensive and customizable solutions driven by technology, analytics, and industry expertise. Through its subsidiaries, Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Our key markets include residential solar, home improvement, student finance, and a growing number of personal loan providers. Goal serves a diverse clientele, including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and educational institutions, managing over $30 billion in assets. Our leadership team has collaborated for over fifteen years, and we take pride in our mission, values, culture, and commitment to community service. Our headquarters is located in San Diego, CA, and we have been recognized as one of the Best Places to Work by the San Diego Business Journal since 2015.

Equal Employment Opportunity:
It is the policy of the Company to provide equal employment opportunities to all employees and applicants without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, marital status, veteran status, genetic information, or any other classification protected by applicable laws. This policy applies to all aspects of employment, including hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodations are available for qualified individuals with disabilities upon request.

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