Job Description

Job Description

Job Description

Are you interested in personal finance and a meaningful career? Join us as a Bilingual Customer Service Representative!

You will influence positive change for people and their finances.  Together, CONSUMER Credit Counseling Service of Puerto Rico (and GreenPath Financial Wellness (-credit-counseling-service-of-puerto-rico/) will offer increased support to the 3.2 million people who call Puerto Rico home – helping them balance their budgets, reduce debt, rehabilitate their credit, acquire their first home, recover from storms, and regain financial peace of mind. 

As a Bilingual Customer Service Representative, you will welcome people to the organization during initial phone calls with potential clients. You will be the first voice they hear and can make a tremendous impact with your empathetic communication skills. While most calls are inbound, you will make some outgoing calls as well to prospective clients inquiring about financial products and services. Then, you will explain these products and services to prospective clients and scheduling appointments, or immediately transferring them to a Financial Counselor for further assistance.  

Through a robust training program, you will have the knowledge to answer a wide range of financial and credit related questions. You will make an impact by informing the client about products and services related to their situation. While not every person who contacts us ends up taking advantage of one of our services, you will help ensure that everyone who reaches out to us is better off because they did.

This role may be ideal for you if you have interest in:

• Fluency in Spanish and English required
• Working San Juan office
• Fluency in Spanish and English required
• Providing customer service via phone, chat, or email
• Personal finance and helping people
• Continuous learning and development
• Attending scheduled shifts on a regular, and punctual basis

DETAILS

• $12.50 / hour, Full Time, Benefits Eligible Position (Medical, Dental, Vision, 4 Paid Holidays, 15 PTO Days, and retirement options). 
• Start Date is February 3rd . Training is broken down into several modules to be completed during your first year of employment. This approach allows you to become proficient in one area of the role, before learning a new area.
• Spanish and English fluency is required.
• Ability to type 40 words per minute at 80% accuracy is required. 
• Due to  contracts in place, U.S. Citizenship is required for the Remote Bilingual Customer Service Representative. 
• All interview efforts have been transitioned to a  virtual environment (Phone Call, Video Interview) and do not require in person meetings for consideration. 
• Work Schedule: Monday – Friday from 10 AM – 7 PM with a rotating Saturday about once every 6 weeks.

ABOUT CONSUMER

CONSUMER is a non-profit organization founded in 1990 with the objective of providing consumers with financial education and counseling services of the highest quality. Since our founding, we have helped thousands of consumers of all nationalities regain control of their personal finances. Many people have benefited from our educational programs, managing to acquire their first home, balance their budgets, rehabilitate their credit and regain peace of mind by being able to meet all their financial obligations.  

THE DAY TO DAY

• Ability to speak, read and write Spanish and English fluently required.
• Ability to type 40 words per minute required.
• Answer inbound and outbound phone calls with prospective clients. The calls typically take around 5 minutes. While some days can be busier than others, you could expect to receive around 80 calls per day.
• In addition to inbound calls, you will respond to client emails, and conduct outbound calls to prospective clients for two of the services we offer .
• Provide world-class customer service and support to potential and current clients in accordance with company standards and expectations.
• Address prospective clients’ questions regarding services and the appointment process. 
• Data entry of client information with the ability to maintain confidentiality of sensitive information.
• Initiate the first financial assessment .
• Schedule appointments for prospective clients with a Financial Counselor to review their budget, challenges, and provide recommendations to the client.
• Triage calls from existing clients and creditors and route appropriately.
• Intake and review customer complaints cordially and professionally and, if appropriate, route the customer to follow escalation/resolution process.
• Maintain a high level of discretion and confidentiality regarding client financial information.
• Ability to work evenings and Saturdays to meet business demands.
• This position requires the ability to sit for extended periods of time, operate standard office equipment such as a phone and computer.

BENEFITS

What will you get out of working at CONSUMER? In addition to having the opportunity to help people from all over the country, we also have a competitive compensation and benefits package. Here are some of the additional perks our employees enjoy:   

• We all need some “me time” every once in a while. All full-time employees accrue 15 paid days off during their first year of employment, in addition to 4 company-paid holidays per year. Use it for a fabulous vacation, to play nurse (or patient) at home, or sit on your couch watching DIY marathons on HGTV all day. We don’t care – it’s your time. Enjoy. 
• Saving for Retirement?  GreenPath employees can start contributing to a 401K right away!  After one year of employment we make a monthly contribution to eligible employee’s Retirement  
• Need to reduce your student loan debt? GreenPath is a qualified employer under the federal Public Service Loan Forgiveness (PSLF) program, which means that you may be able to have a portion of your federal student loans forgiven after meeting certain eligibility requirements of the PSLF program. 

GreenPath Financial Wellness reserves the right to change this description at any time. GreenPath Financial Wellness practices the concept of equal employment opportunity with respect to hiring, promotions, transfers, pay, discipline, fringe benefits, and all other terms and conditions of employment. No individual will be discriminated against, and no employment decisions will be made, on the basis of an individual's race, color, national origin, religion, age, gender, gender identity, sexual orientation, protected disability, marital status, familial status, veteran status, height, weight or citizenship.

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