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SalaryJob Purpose
A Customer Service Representative (CSR) on the Debt Management and Collection System (DMCS) contract receives English inbound service calls within a large call center environment supporting the Federal Student Loan system. The CSR reports directly to the Customer Service Supervisor. This is an entry level position responsible for aiding consumers contacting the Federal Student Aid Information Center. The CSR must respond to consumer inquiries according to established guidelines learned through the program training.
Duties and Responsibilities
- Answer inbound calls aiding callers with defaulted student loans, procedures, or payment processes.
- Provide knowledgeable responses to consumers in a courteous, timely and professional manner.
- Maintain a current understanding of the FSAIC/FEBI Operations processing procedures to respond to numerous consumer inquires.
- Adhere to the Privacy Act as it relates to the confidentiality of information released.
- Recognize, report, and escalate system and equipment issues.
- Give and receive constructive feedback on call quality or other department tasks.
- Support the implementation of new procedures and processes.
- Continually look for and suggest process improvements to benefit the program and our customers.
- Utilize databases and procedure materials to research and provide information to consumer inquiries.
- Adhere to and support departmental work schedules, metrics, and goals.
- Maintain appropriate documentation of phone inquiries.
- Follow established and documented policies and standard operating procedures.
- Support contact center expectations as well as departmental and corporate policies and procedures.
- May be required to work scheduled holidays, overtime and/or Saturdays.
- Regular and predictable attendance is required.
- Perform other related duties as assigned.
Qualifications and Skills
- Excellent English communication skills in both (verbal and written). Spanish fluency is a plus.
- Must have U.S. Citizenship
- Must have High School Diploma or GED
