Bilingual Customer Service Representative (Loan Servicing)

Credit9 is seeking a Bilingual Customer Service Representative to join our team. The primary responsibilities for this role include professionally dialing, answering, screening, and transferring calls in a timely manner. Additionally, the representative will manage inbound and outbound calls, handle escalated issues, update information in our CRM, and deliver outstanding customer service.  

Compensation: $18.00 per hour

Work Location: Remote (Arizona) Work Hours: Full-time: 9:00 am- 6:00 pm pst.  

About Us: 

At Credit9, we put our clients at the center of everything we do, empowering thousands to meet their financial goals. By working in highly collaborative, agile teams, we're defining a new industry and offering immediate solutions to debt problems along with financial consultations to ensure lasting success. Join us to contribute, innovate, and advance in an environment with opportunities.

Your Responsibilities: 

• Manage a high volume of inbound and outbound calls to update our clients.
• Answer client emails/chats through our internal database.
• Follow call center scripts when handling different topics. 
• Redirect clients to appropriate departments and teams when applicable.
• Identify customer needs, clarify information, research every issue, and provide solutions. 
• Keep records of all conversations in our call center database CRM.
• Assist Debt Consultants with client enrollment processes. 
• Follow all communication procedures, policies, and guidelines during every customer interaction. 
• Update client information through the progression of their enrollment (email, chat, or phone).  
• Assist clients with modifications to their program (Drafts, Billing, Retention, etc.). 
• Maintain professional relationships with customers through ongoing excellent customer service.
• Meet or exceed call quotas both personally and as a team.

Skills and Qualifications:

• Ability to collaborate effectively within a team. 
• Fluent in both Spanish and English
• Proficient typing skills for accurate data entry and record-keeping. 
• Fundamental understanding of computer operations.
• Customer-centric attitude with patience, friendliness, and positivity. 
• Practical communication skills (verbal and written).

Education and Experience:

• High School diploma or equivalent required.
• Prior customer service is preferred.  

Company Benefits:

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program

Credit9 is proud to be an Equal Opportunity Employer. Credit9 does not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Note To Agencies: Credit 9 maintains an internal recruiting department to handle staffing needs. While the company occasionally collaborates with temporary staffing agencies, placement services, and professional recruiters ("Agency"), it is crucial for Agencies not to contact Credit 9 employees directly for candidate presentations. Our policy dictates that internal recruiting teams or authorized personnel present all candidates to hiring managers.

Please refrain from sending unsolicited resumes directly to Credit 9, whether via mailing address, fax machine, email, or directly to our employees. Such submissions, even through Agencies, will be considered as the property of Credit 9. The company will not entertain fees for placements resulting from unsolicited resumes. Any candidate submitted by an Agency through an unsolicited resume will be considered a referral, free of charges or fees. Thank you for your understanding and cooperation.