Call Center Representative
Posted on: November 22, 2021
Call Center Representatives (Harrisburg Area)
PHEAA's FedLoan Servicing team is seeking qualified candidates to
help us make a difference in the lives of millions of students! It
is our daily goal to meet our public service mission - creating
affordable access to higher education. We take pride in educating
borrowers on the long-term impact of student loan borrowing and the
repayment options available to them!
This entry-level position provides outstanding customer service to
our borrowers who have student loans owned by the federal
government. This role is intended to be a 9–12 month role with the
possibility of longer term employment. We ensure our team members
are destined for success by offering a comprehensive training
program created by our knowledgeable training staff. Training for
this role is in-person at our Harrisburg office (1200 N. 7th St) or
remotely as business needs dictate. Representatives will continue
to work onsite with the possibility of working remotely once
proficient job performance is achieved. Our dedicated Call Center
Representatives provide a positive experience for all
Here, at PHEAA, we value customer commitment, quality,
accountability, development, leadership, and diversity.
Training Shift: Monday – Friday, 8:00 am – 4:30 pm
Shift: Monday - Friday, 12:30 pm - 9:00 pm
Salary: $16.00/hour (A $1 shift differential will be provided for
these 12:00 p.m. – 9:00 p.m. shifts)
Pay Increase: pay will increase to $16.50 after 6-months of
Retention Incentive: A lump sum cash payment may be available to
employees who remain employed for specific employment periods
(currently being developed).
- Call Center Representatives answer inbound calls handling a
variety of complex account issues.
- Answer questions identify the root cause of the call and
research to resolve the customer inquiry upon first contact.
Interactions with customers are based on federal regulations, PHEAA
objectives, and department policies.
- Assist customers with troubleshooting online account issues and
utilizing online tools that are available.
- Update customer and account information as needed.
- Process incoming correspondence, forms, or other documents
received from customers.
- Counsel 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.
- Handle difficult or escalated call types and assist with
- Will work with one or multiple customer support lines.
Call Center Representatives have the option of enrolling in the
Bronze Medical Insurance plan from day one of employment and will
be required to join the State Employees Retirement System. Learn
more about these benefits here:
- Computer literacy and knowledge of MS Office
- Prior customer service experience.
Additional Job Requirements:
- Must successfully complete a 6-week classroom 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.
- Ability to multi-task, problem solve, and perform in depth
research while assisting the customer.
- 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
- Proficiency in Microsoft Office Suite including intermediate
knowledge of Word and Microsoft Excel.
Additional Language Skills: Fluent Spanish a plus
High School Diploma or General Education Diploma (GED)
Harrisburg, Pennsylvania, United States
FLS Customer Service
16.00 - 17.50 USD
Monday - Friday, 12:30 pm - 9:00 pm
Keywords: PHEAA, Harrisburg , Call Center Representative, Other , Harrisburg, Pennsylvania
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