Customer Solutions Specialist (Bilingual)

Reprise Financial is on a mission to simplify the financial journey for our customers, making personal loans accessible and transparent. We leverage technology and a customer-first approach to provide fast, reliable personal loans of up to $25,000, ensuring our clients receive the support they need without hidden fees or complex terms. Our commitment to integrity and clarity allows us to foster trust and empower individuals to take control of their finances. At Reprise Financial, we foster a workplace built on innovation, collaboration, and kindness. Our mission to simplify the financial journey for our customers inspires us to exceed expectations and make a meaningful impact. We provide the tools, resources, and support for employees to thrive in a dynamic, customer-focused environment. Transparency, continuous improvement, and open communication drive our culture of trust and excellence, where new ideas are valued, and growth is encouraged. Join Reprise Financial and be part of a team where your contributions are recognized, and you have the opportunity to innovate, grow, and make a positive difference. About the role The Customer Solutions Specialist role is primarily responsible for assisting borrowers, complaint intake and management, and addressing complex customer concerns. The Customer Solutions Specialist will be responsible for follow-up and follow-through addressing customer concerns. The Customer Solutions Specialist will be a member of the Customer Experience Team and will report to the Servicing Organization. Key Responsibilities: Customer Championing & Support Act as a dedicated advocate for customers by actively listening to and understanding their concerns. Deliver timely, empathetic, and effective solutions. Handle inbound support requests promptly through phone calls, chats, and emails. Leverage exceptional customer service skills to provide professional and respectful assistance across all communication channels. Handle escalated customers with care, focusing on how we can assist them and manage customer interactions with empathy and professionalism. Advocate for customers by capturing and sharing feature requests and feedback. Issue Resolution & Troubleshooting Troubleshoot and diagnose system or service issues efficiently. Investigate and resolve issues related to loan fund disbursement and payments to creditors. Ensure accurate and timely processing of refunds and research missing or misdirected payments. Maintain financial accuracy while ensuring a seamless customer experience. Documentation & Reporting Investigate, track, and document all customer interactions in detail, including concerns, resolution steps, and follow-up actions. Maintain accurate records of communications and action items. Monitor recurring issues, generate trend reports, and escalate key insights to leadership for improvement opportunities. Cross-Functional Collaboration Work with internal teams including Operations, Compliance, IT, and Loan Accounting to address customer concerns and improve processes. Assess, categorize, and reassign support requests to the appropriate team members. Participate in cross-functional initiatives to identify root causes of issues and support process enhancements. Team Contribution Support team members by sharing knowledge and assisting with complex or escalated calls. Contribute to a collaborative and positive team culture. Actively engage in team meetings, training sessions, and feedback loops to drive continuous performance improvement. Skills, Knowledge, and Expertise Communicate effectively with Spanish-speaking customers, providing support, issue resolution, and complaint management in both English and Spanish. 1-3 years of experience in Customer Service, Complaints, or Escalations positions, with regulatory compliance, customer advocacy, complaints management, or similar roles in highly regulated consumer financial services or banking organizations. AA degree or equivalent experience required. Strong working knowledge of federal and state consumer finance and banking laws and regulations is a plus. High proficiency in using complaint management systems and related software is a plus. High proficiency in Microsoft Office – Excel, Word, Outlook. Excellent communication skills, both verbal and written. Problem-solving abilities and a proactive attitude toward addressing customer needs. Strong interpersonal skills with the ability to empathize and build rapport with customers. Superior organizational skills, including the ability to multitask effectively and manage competing priorities under demanding deadlines. Operates with strong integrity and the ability to handle projects of a sensitive and confidential nature. Demonstrates flexibility and the ability to adapt quickly to rapidly changing needs. Ability to constructively challenge ideas and ensure timely escalation of issues and concerns as appropriate. Proven ability to work independently and collaboratively within a team environment. Location This position is fully remote, allowing you to work from anywhere that suits you best! While you’ll primarily work from home, you are always welcome to visit our office in Irving, TX, whenever you choose. We encourage our remote team members to stay connected through regular virtual meetings and team events. All team members must reside in one of our approved locations by their start date, ensuring you remain part of our collaborative community. Compensation For this role our salary range is $19 to $21, depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance. Equal Employment Opportunity Employer At Reprise Financial, we are dedicated to fostering an inclusive community where every individual is valued. We are an Equal Employment Opportunity employer—ensuring that all qualified applicants and employees receive consideration for employment without regard to age, race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. We believe that diversity strengthens our organization and drives innovation, and we are committed to creating a workplace that reflects the rich variety of our communities.