Call Center Representative
Company: PHEAA
Location: Harrisburg
Posted on: January 12, 2021
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Job Description:
Call Center Representative (Temporary Assignment, Work From
Home) Job Description PHEAA's FedLoan Servicing team is seeking
qualified Call Center Representative candidates to work out of
their home for a temporary assignment which will help us make a
difference in the lives of millions of students The Call Center
Representative will train and work remotely for approximately 18
weeks. Our public service mission of creating affordable access to
higher education is a goal we strive for each and every day. This
position will allow you the opportunity to enjoy and take pride in
educating student loan borrowers on their loans and available
repayment options. Your efforts can make a difference by helping to
ensure borrowers stay on the right track PHEAA is a federal student
loan servicer and this entry-level position provides outstanding
customer service to borrowers who have student loans owned by the
federal government. We ensure our team members are set up for
success by going through a comprehensive training program created
by our knowledgeable staff. Our dedicated Call Center
Representatives will be able to answer all questions and provide a
positive experience for our customers. Both the training and work
assignment will be conducted remotely. Here at PHEAA, we value
customer commitment, quality, accountability, development,
leadership, and diversity. Training Shift: Monday --- Friday, 8:00
am --- 4:30 pm (scheduled the first 5 weeks) Regular Shift: Monday
- Friday, 12:30 pm - 9:00 pm Salary: $14.50/hour with a $1 shift
differential for shifts starting at/after 11:30 am Call Center
Representative Responsibilities Include: Answering inbound calls
which may include a variety of complex account issues and escalated
calls. Identifying the root cause of the call and research to
resolve the customer inquiry upon first contact (Troubleshoot
online account issues) Updating customer and account information,
process incoming correspondence, forms, or other documents received
from customers. Counseling customers in achieving successful
repayment of their student loans. This includes, but is not limited
to, answering payment and billing inquiries, discussing repayment
plan options and eligibility, payment alternatives, interest
accrual, forgiveness programs, and consolidation. Working with one
or multiple customer support lines. Required Skills Computer
literacy and knowledge of MS Office Prior customer service
experience. Ability to multi-task, problem-solve, and perform
in-depth research while assisting the customer. Additional Job
Requirements: Maintain good attendance as well as acceptable
productivity and quality. Be professional at all times. Must
successfully complete a 5 week remote training program which is a
combination of lecture and practice on live customer accounts as
well as performing account adjustments. Due to the amount and
complexity of information, time off will not be permitted during
the training period. Applicants must be able to meet the below
internet and security requirements in order to work from home. Have
private, residential, high speed internet connection (defined as a
minimum of 200 Mbps) at their remote work location. Have wired
ethernet (direct) connection from PHEAA-supplied equipment to the
home router OR have a wifi router that is configured to support
WPA2 AES encryption in order to work wirelessly at their remote
work location. This position will support a federal government
contract. Applicants must be able to obtain Public Trust security
clearance as required of federal government contractors to include
a background check conducted by the U.S. Government to determine
eligibility and suitability for federal contract employment for
public trust or sensitive positions. For this level of clearance,
the federal government requires applicants to possess U.S.
citizenship. In light of this federal government requirement, PHEAA
will be unable to hire applicants without United States citizenship
for such positions. Preferred Qualifications and/or Experience:
Associates degree and two years--- experience working in an
administrative role providing exceptional customer service.
Proficiency in Microsoft Office Suite including intermediate
knowledge of Word and Microsoft Excel. Additional Language Skills:
Fluent Spanish Required Experience High School Diploma Job Location
Harrisburg, Pennsylvania, United States Department FLS Customer
Service Position Type Full-Time/Regular Salary 14.50 - 14.50 USD
Shift Monday - Friday 12:30 pm - 9:00 pm recblid
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Keywords: PHEAA, Harrisburg , Call Center Representative, Other , Harrisburg, Pennsylvania
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