Address
Form of work
SalaryDescription & Requirements
- Handles Customer Service inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries.
- Customer service is the primary function.
- Calls are basic and routine.
- Uses a computerized system for tracking, information gathering, and/or troubleshooting.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
Minimum Requirements:
- High School diploma or equivalent with 6 months of Customer Service experience.
Primary Responsibilities:
- Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
- Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties
- Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
- Use computerized system for tracking, information gathering, and/or troubleshooting
- Support Contact Center expectations as well as departmental and corporate policies and procedures
- Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
- Assist with Credit Bureau Requests utilizing established processes and procedures
- Refer escalated calls or inquiries to appropriate levels as needed
Minimum Requirements:
- High School diploma or GED equivalent required
- Minimum six (6) months Customer Service or administrative or call center experience required
- Must be able to speak, read, and write in English fluently
- Basic math and PC skills including MS Office applications required
- Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
- Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
- Regular and predictable attendance is required
- Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
Additional Requirements as per Contract/Client:
- Must reside in the U.S. and be a U.S. citizen
- Must be able to pass a criminal background check
- May be required to work scheduled holidays, overtime, and weekends
- Must be able to effectively read a prepared / written script out loud
- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.
Home Office Requirements:
- Internet speed internet of 25 mbps or higher required (you can test this by going to www.speedtest.net)
- Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
- Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source
