CSR I Operations

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:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.

telephone, emails, web chats, or written letters)...