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SalaryCustomer Service Representative
Position Type: SCA Non-Exempt
Hourly Rate: $17.20 per hour plus $4.57 per hour in H&W (H&W is paid up to 40 hours per week)
Start Date: Determined after Security Clearance is granted.
Location: Remote Position but must be within 1 hour of San Angelo location
Degree Required: HS Diploma/GED
This is a great opportunity to join our HS Financial Group, LLC (HSF) family. We have an immediate need to fill several Customer Service Representatives to work remotely (may change in the future). You will be responsible for assisting customers who call in asking questions about their student loans. We are looking for individuals who are enthusiastic, coachable, professional, ethical, and flexible. To be successful in this position you must enjoy interacting with the customers and also know how to use a combination of phone and email skills to communicate effectively.
Our Management Team is in place to motivate, encourage, and support you to become the best Customer Service Representative you can be.
HS Financial Group, LLC offers competitive base salaries and benefits. HSF acknowledges our staff as our most important asset, treating employees fairly and fostering a family-oriented feel. Come grow with us!
Position Description
HS Financial Group is seeking motivated Customer Service Representatives who live within 1 hour of the San Angelo, Texas area. Bilingual (Spanish speaking) agents are needed. Candidates selected will be assisting customers in answering their student loan questions and provide account resolution while adhering to all Federal, State, and local laws and regulations as well as company policies and procedures. While this is a work-from-home position at this time, you will likely be required to work from the office in the future. You will be provided a computer, monitor, and headset to use at home. You must have a stable internet connection minimum requirement 20 MB and 8MB upload speed. Must have a location free from distractions during working hours. WIFI is not permitted.
Training: Must be able to attend and complete training
Hours of training are 8 am- 5 pm CST, Monday- Friday
Hours after training:
- Monday-Friday: 8AM-11 PM EST (During peak times shifts may end at midnight)
- Saturday- 9 AM- 1 PM EST
At times, business needs may not allow for much notice resulting in staying late, shortening lunches to 30 minutes, coming in early the next day , or Saturday/Sunday shifts. Must be able to work your assigned schedules hours, which may include mandatory overtime. Please not the shift and department changes are possible based on needs of the company.
Essential Functions Tasks and Responsibilities
The candidate will learn four different systems.
Representatives will be primarily taking inbound calls and listening to the customer in where they are in the life of the loan.
Respond to emails and chat
Information gathered determines how to best guide the customer in assisting them to resolve their problem.
You will work with the student loan borrower, Department of Education Ombudsman office, Office of Inspector General, Colleges, Servicers, and Collection agencies.
Independently solve customer issues escalating to supervisor any situation outside the employee’s control
Establish professional relationships with internal/external customers
Provide Customer Service that exceeds customer expectations
Treat all internal/external customers and team members with dignity/respect
Establish and maintain a professional relationship with team members and department contacts.
You must be ready to work at your desk at your assigned time
Nonessential Functions Tasks and Responsibilities
Perform other related duties as assigned
Reporting Relationships
Supervisor:
As Assigned
Subordinate(s):
None
Success Factors/Job Competencies
Good oral and written communication skills
Understand and carry out oral and written instructions
Problem resolution skills
Attention to detail
Proper telephone etiquette
Modern office procedures, products, and computer equipment
Principles and practices of Customer Service
Departmental policies and procedures
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Classification
Non-Exempt
SCA
Administrative Support
Benefits
Medical, Dental, Vision, Life Insurance, Short Term, and Long-Term Disability, Vacation, Sick Time, 11 Paid Holidays, 401(k). As well as Health and Welfare Pay equivalent to $4.57 for every hour paid (not to exceed 40 hours in a work-week).
Notice
HS Financial Group, LLC is an EEO/AA Employer Female/Minority/Protected Veterans/Individuals with Disabilities
HS Financial Group, LLC is a VEVRAA Federal Contractor and this is a priority Referral of Protected Veterans
Minimum Qualifications
High School Diploma or GED
Ability to successfully complete and pass the training program
Clean background for Security Clearance check
Must not have any defaulted student loans
Must be a US citizen
One year of Customer Service experience preferred
Previous experience working and entering information into systems
