CSR I Operations

Description & Requirements

Maximus is looking for Remote Customer Service Representatives to support our Department of Education portfolio.

The primary responsibilities will be to respond to incoming calls or chats as well as make outbound calls regarding Federal Student Aid (FSA) Loan Servicing.

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).

- Calls are basic and routine.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.

- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

- 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

- 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 Per 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

- Cannot be in default on any Federal Student Loans

-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.

- Obtaining and Maintaining a PIV-I card is a requirement of this position.

PIV-I cards must be picked up in person.

- New and existing employees may need to travel via car, train, or plane to a designated location to pick up their ne...