CSR I Operations (DMCS) REMOTE - MUST LIVE WITHIN 1 HOUR OF JACKSONVILLE, FL

Description & Requirements



* Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing


* Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties


* Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests


* Use computerized system for tracking, information gathering, and/or troubleshooting


* Support Contact Center expectations as well as departmental and corporate policies and procedures


* Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks


* Assist with Credit Bureau Requests utilizing established processes and procedures


* Refer escalated calls or inquiries to appropriate levels as needed

Minimum Requirements:



* Hours Of Operation: Monday (8am-9pm ET); Tuesday/Wednesday (8am-8pm ET); Thursday/Friday (8am=6pm ET) - Must be willing to work any schedule within these hours.


* High School diploma or GED equivalent required


* Minimum six (6) months customer service or administrative or call center experience required


* Must be able to speak, read, and write in English fluently


* Basic math and PC skills including MS Office applications required


* Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks


* Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training


* Regular and predictable attendance is required


* Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed

Additional Requirements as per Contract/Client:



* Must reside in the U.S.

and be a U.S.

citizen


* Must be able to pass a criminal background check


* May be required to work scheduled holidays, overtime, and weekends


* Must be able to effectively read a prepared / written script out loud


* Must reside within an Hour of Jacksonville, FL.


* Must be able to go on site to pick up equipment once your Federal Background is cleared.



*Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.

Final suitability determination is the sole discretion of the Department of Education.

Home Office Requirements:



* Internet speed internet of 25 mbps or higher required (you can test this by going to www.speedtest.net)


* Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi


* Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source

Essential Duties and Responsibilities:

- Handles customer service inquiries and problems v...