Experienced Customer Service Representative – Federal Student Aid Loan Servicing – Remote Opportunity with arenaflex
Are you a customer service professional looking for a new challenge? Do you have a passion for helping others and a strong desire to work in a dynamic and supportive environment? Look no further! arenaflex is seeking an experienced Customer Service Representative to join our team in a remote location, supporting the Department of Education's Federal Student Aid (FSA) Loan Servicing program.
About arenaflex
arenaflex is a leading provider of innovative solutions and services to the public sector, with a strong commitment to excellence and customer satisfaction. Our team of dedicated professionals is passionate about making a difference in the lives of our clients and customers. We offer a competitive compensation package, a supportive work environment, and opportunities for career growth and development.
Job Summary
As a Customer Service Representative with arenaflex, you will be responsible for responding to incoming calls, chats, and emails from customers seeking assistance with Federal Student Aid (FSA) Loan Servicing. You will also make outbound calls to customers to provide information and support. This is a remote position, but you must live within 1 hour of Jacksonville, FL and be willing to work onsite for up to one week.
Responsibilities
* Respond to customer inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries.
- Customer service is the primary function.
- Calls are basic and routine.
- Use computerized systems for tracking, information gathering, and/or troubleshooting.
- 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
Requirements
* High School diploma or equivalent with 6 months of customer service experience.
- 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
* 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 new or replacement PIV-I card. Any travel expenses will be paid for by arenaflex.
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
- All equipment will need to be picked up in our Jacksonville, FL office
Benefits
* Competitive pay rate based on the county in which you live
- Additional bonuses available
- Paid training
- The opportunity to work from the comfort of your home
- Supportive environment with peers who share your passion for improving people's lives
- A career path that unfolds based on how you want to grow within the company
Why arenaflex?
* arenaflex is a leading provider of innovative solutions and services to the public sector
- We offer a competitive compensation package and a supportive work environment
- Opportunities for career growth and development
- A dynamic and supportive team of professionals who are passionate about making a difference in the lives of our clients and customers
How to Apply
If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application through our website. Apply To This Job
Equal Employment Opportunity
arenaflex is an Affirmative Action/Equal Opportunity Employer. We are committed to diversity and inclusion in the workplace and welcome applications from qualified candidates from diverse backgrounds. arenaflex provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Hourly Base Pay Minimum for this Position $ 17.20 Hourly Base Pay Maximum for this Position $ 17.20 Remote: Yes Apply for this job