Bilingual Customer Service Representative

Community Choice Financial Family of Brands seeks a Bilingual Customer Service Representative to support underbanked consumers in our fast-paced financial services environment. You will handle inbound calls, emails, and chats in English and Spanish, answer questions about short-term credit products and installment loans, process applications and payments, and resolve issues while maintaining strict compliance and confidentiality. You'll receive structured training, performance incentives, and opportunities to grow into leadership and branch operations roles as you deepen your lending and service expertise.

Responsibilities

• Respond to inbound phone calls, emails, and chats from bilingual (English/Spanish) customers regarding loans, payments, and account status
• Explain consumer lending products, terms, and policies clearly while ensuring customers understand costs, timelines, and responsibilities
• Process applications, verify customer information, and update account records accurately in company systems
• Troubleshoot payment issues, resolve complaints, and escalate complex cases in line with compliance and company guidelines
• Follow strict regulatory, privacy, and fraud-prevention procedures in every interaction
• Meet or exceed performance metrics for quality, call handling, productivity, and customer satisfaction
• Collaborate with branch and online teams to support cross-channel customer needs and smooth handoffs
• Participate in ongoing training on products, systems, and compliance requirements; contribute feedback for process improvements

Required Skills

• Bilingual English/Spanish communication
• Customer service in financial services or call center
• Consumer lending or loan product knowledge
• Regulatory and compliance awareness (financial services)
• Call center and CRM systems
• Data entry accuracy and documentation
• Payment processing and account reconciliation
• De-escalation and conflict resolution
• Time management in high-volume environment
• Problem-solving and analytical thinking