Job Title:Customer Service Representative I

This is a professional, structured, and fast-paced environment. Customer Service Representatives will provide efficient and accurate servicing of student loan inquiries, perform account updates, and help counsel the customer to establish personalized repayment plans that meet Federal and State regulations and comply with company policy. Customer Center Representatives are expected to provide exceptional customer service while maintaining quality expectations for inbound and outbound customer interactions. To protect customer data, the highest levels of privacy and security are required.

This non-exempt job classification is covered under The McNamara-O'Hara Service Contract Act (SCA) and the contracts collective bargaining agreement (CBA). Service employees are compensated per the prevailing wage rates and fringe benefits that are set by the U.S. Department of Labor (DOL) Wage and Hour Division's WDs 29 CFR Part 541 and 29 CFR 4.163(f), unless otherwise modified by a CBA between labor and management.

Duties and Responsibilities:

• Perform efficient and accurate handling of inquiries regarding student loans, appropriate account updates/changes, and provide repayment options within policies and Federal and State regulations.
• Handle inbound/outbound customer calls in a highly productive call center environment while meeting quality assurance and key performance indicators.
• Aid with completion of customer applications to meet the guidelines outlined in department procedures.
• Ensure the highest levels of privacy and security to protect the client, their customers, and business partners while providing exceptional customer service.

Minimum Qualifications:

• High School diploma required
• 6 months of contact center or customer service experience
• 6 months computer experience in a business environment
• Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows:
  1. Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
  2. Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance.
  3. Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance.
  4. Must be a US Citizen

Other Duties:

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Duties, responsibilities, and activities may change at any time with or without notice.

Work Authorization/Security Clearance:Be able to pass a NACI background check throughout the life of the contract.

Work Environment:This job operates in an office environment. This role routinely uses standard office equipment.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must be able to access and navigate each department at the organization's facilities.

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.

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