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Call Center Representative

Company: PHEAA
Location: Harrisburg
Posted on: January 15, 2021

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
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Keywords: PHEAA, Harrisburg , Call Center Representative, Other , Harrisburg, Pennsylvania

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