Bilingual Customer Service Supervisor - The Goal Family of Companies

Job Description:
The Customer Service Supervisor is responsible for inbound and outbound calling queues supporting the Launch Servicing business unit. The Customer Service Supervisor will manage call times, call quality and staff scheduling.  The Customer Service Supervisor will assist in the recruiting, hiring, training and ongoing development of Customer Service Representatives.  Furthermore, this position requires effective communication of Launch Servicing policy and procedural information via multiple communication channels to and from internal and external parties seeking loan status and updates. The Customer Service Supervisor will serve as the primary point of contact for internal and external escalations. In addition, other responsibilities include allocating daily work, monitoring calls and working closely with business partners and time and performance management.

Responsibilities:

• Manage inbound and outbound and allocate the daily pipeline.
• Be the first point of contact/escalation for employees.
• Coordinate with cross functional teams
• Identifies and researches inconsistencies within the department.
• Proactively interacts with applicants and team members.
• Monitor trends, quality, and volume fluctuations.
• Answer escalations emails, calls and inquiries.
• Perform time management duties.
• Set measurable team member goals.
• Complete 1:1’s with all direct reports monthly and ensure Trimester performance reviews are completed timely.

• Speak fluent English and Spanish (a fluency test will be administered)
• Minimum of 2 years in a leadership role
• Minimum of 5 years in a call center and/or consumer loan operations role
• Experience working with VOIP calling systems and queues.
• Excellent verbal and written communication skills to articulate file status and outstanding conditions.
• Ability to review consumer loan documentation is preferred
   

• 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
   

• 401(k) company match up to 4%
• Medical, dental, and vision coverage
• Annual HSA contribution of $1,600
• Life insurance, disability, and critical illness
• Birthday holiday
• 2 floating Community Days
• Hybrid work schedule based on length of service and performance standards
• Free snacks and drinks in the office
• Tuition reimbursement program
• Generous PTO, including Paid Parental Leave
• $2,000 Vacation Incentive Plan after 3 years $1,000 Sabbatical Day
• Community funds, wellness funds, and more

Learn more about our benefits by viewing our 2024 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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