The Customer Service Representative I will answer inbound telephone calls for the purpose of assisting borrowers in managing their student loans and answering all questions while adhering to all Federal, State, and local laws and regulation as well as company policies and procedures. The Customer Service Representative will answers calls on many different facets of the student loan program and flexibility is needed as moved to new areas of the student loan program.

Job Details:

• Primarily taking inbound calls from borrowers, answering their questions and counseling appropriately on options that they may be eligible to defer their payments, loan forgiveness, income driven repayment plans or standard repayment options.

• Understand and communicate the different deferment and forbearance types and that the borrower is eligible or still eligible to receive them.  The system will have menus that will assist in determining the number of months remain of each type of deferment or forbearance.

• Collect information from borrower to determine best guide to assist resolve their problem.

• Work with student loan borrower, client representatives and Federal Student Aid.

• Independently solve borrower issues escalating to supervisor any situation outside the employee’s control

• Establish professional relationships with internal/external customers.

• Provide customer service that exceeds borrower and client expectations

• Treat all internal/external customers and team members with dignity/respect 

• Establish and maintain a professional relationship with team members and department contacts.

• Must be prompt and ready to work at your desk at your assigned time, return from breaks and lunch on time.

• Make all necessary updates in the system, including but not limited to:

  • Accurately documenting accounts

  • Updated addresses, contact numbers, emails (Marking verified where necessary)

  • Maintain an up to date working knowledge of company and departmental policies

• Maintain a secure work environment with no distractions or noise that would interfere with telephone duties and must not be distracted from performing the job during the hours you will be asked to work.

• The Company reserves the right to change or assign other duties to this position as appropriate.

• Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.

• Must be able to remain in a stationary seated position up to 85% of the work shift.

• The Company reserves the right to change or assign other duties to this position as appropriate.

• Must be able to perform the essential job duties of the position.  Reasonable accommodations will be provided to qualified individuals with disabilities.

Job Requirements:

• High School Diploma

• Call center experience preferred, but not required

• Student Loan Knowledge Preferred

• Basic Knowledge of MS Word and Excel

• Previous experience working and entering information into systems

Very Extensive Background Check Required.