Customer Service Representative

Description

Bring Your Service. Bring Your Accuracy. Bring Your Customer Care.

At Goal Solutions, we’re on a mission to transform the consumer finance industry with data, technology, and a talented team. Our company is growing fast — and so is our need for customer-focused professionals who deliver accurate, compliant, and empathetic borrower support.

Our Customer Operations team is a core part of how Goal delivers exceptional borrower experiences while maintaining strong compliance and operational standards. We partner closely with servicing, compliance, and operations teams to ensure borrowers receive clear information, timely support, and consistent service. As a Customer Service Representative I, you play a critical role by serving as a primary point of contact for borrowers and supporting the integrity of our servicing operations.

You will support borrowers through inbound and outbound communication, serving as a trusted resource while ensuring all interactions, documentation, and follow-up align with regulatory requirements and internal procedures.

• Consistent, professional borrower support across phone, email, and written correspondence
• First-touch resolution of borrower questions whenever possible
• Accurate and timely documentation of customer interactions and account activity
• Strong compliance alignment through adherence to procedures and guidelines
• Positive borrower relationships built on clarity, empathy, and trust

• Answer inbound calls from borrowers regarding consumer loan servicing
• Make outbound calls to return voicemails, provide account updates, and discuss repayment options
• Respond to borrower emails and written correspondence in a timely and professional manner
• Record and track customer interactions and activities in the system of record
• Perform administrative functions including document tracking, payment recording, legal tracking, and ad-hoc projects
• Follow standard operating procedures to meet or exceed documented service level goals
• Maintain a high degree of awareness around information security and data privacy
• Adhere to all compliance, regulatory, and operational guidelines

• Experience in a customer service or customer-facing role
• Strong written and verbal communication skills
• High attention to detail and ability to follow documented procedures
• Ability to manage multiple tasks, prioritize effectively, and meet service level goals
• Proficiency in Microsoft Outlook, Word, and Excel

People stay at Goal Solutions because they can grow, innovate, and make meaningful impact. We take care of our people so they can take care of our customers.

• Competitive salary
• 401(k) with 4% company match
• Medical, dental, and vision
• Annual HSA contribution
• Life insurance, disability, and critical illness coverage
• Birthday holiday
• Two Community Days
• Free snacks and beverages in the office
• Paid Parental Leave
• Generous PTO
• Tuition reimbursement
• Wellness funds, community funds, and more

Goal Solutions (“Goal”) provides innovative loan servicing, asset management, collections oversight, treasury services, and analytics for clients across solar, home improvement, personal loans, and student finance markets. We work with hedge funds, traditional banks, ABS investors, insurance companies, and universities, with over $30B in assets under management through Goal and our subsidiaries: GSS Data Services, Launch Servicing, and Turnstile Capital Management.

Headquartered in San Diego, Goal has been named a Best Place to Work by the San Diego Business Journal every year since 2015.

Requirements

• 2+ years of customer service experience in a call center, retail, or customer-facing role
• Proficiency in Microsoft Outlook, Word, and Excel
• Experience managing workflows and multiple tasks simultaneously
• Ability to follow documented Best Practices and Standard Operating Procedures
• Clear, concise, and professional communication skills

• Experience in consumer finance, loan servicing, or student lending
• Experience working in regulated or compliance-driven environments

• Strong attention to detail and accuracy
• Customer-first mindset with a problem-solving approach
• Ability to remain professional and empathetic in high-volume environments
• Strong organizational and time-management skills
• Ability to operate independently while collaborating with a team