Experienced Customer Service Representative – Federal Student Aid Loan Servicing
At arenaflex, we're committed to delivering exceptional customer experiences that make a lasting impact on people's lives. As a Customer Service Representative on our Federal Student Aid Loan Servicing team, you'll play a vital role in supporting students, parents, and borrowers navigate the complexities of federal student aid. If you're passionate about providing top-notch service, have a knack for problem-solving, and thrive in a dynamic, fast-paced environment, we want to hear from you!
About arenaflex
arenaflex is a leading provider of innovative solutions 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. With a focus on delivering exceptional service, we're constantly seeking talented individuals who share our vision and values.
Job Summary
As a Customer Service Representative on our Federal Student Aid Loan Servicing team, you'll be responsible for responding to incoming calls, chats, and emails from students, parents, and borrowers regarding federal student aid loan servicing. You'll work closely with our team to resolve issues, provide accurate information, and ensure a positive experience for our customers. 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.
Training and Development
To prepare you for this role, arenaflex provides paid, comprehensive training that ensures our employees are equipped with the knowledge and skills needed to provide exceptional customer service. Our training program includes:
- 4 weeks of remote training, Monday - Friday, 9am-5:30pm ET
- No time off is permitted during training
- Ongoing support and coaching to help you succeed in your role
Essential Duties and Responsibilities
As a Customer Service Representative, you'll be responsible for:
- Handling customer service inquiries and problems via the telephone, recording consistent problem areas
- Responding to e-mail inquiries and chats
- Using computerized systems for tracking, information gathering, and/or troubleshooting
- Referring customers to published materials, secondary sources, or more senior staff as needed
- Utilizing available systems, knowledgebase, and standard technology to respond to inquiries and perform job duties
- Processing requests received via general correspondence and notating accounts regarding actions taken in response to those requests
- Maintaining regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
- Assisting with Credit Bureau Requests utilizing established processes and procedures
- Referencing escalated calls or inquiries to appropriate levels as needed
Minimum Requirements
To be considered for this role, you'll need:
- High School diploma or equivalent with 6 months of customer service experience
- Ability to speak, read, and write in English fluently
- Basic math and PC skills, including MS Office applications
- Demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
- Ability to undergo program update training as student financial assistance programs change
- Regular and predictable attendance is required
- Availability to support all FSA programs via reassignment between programs (moving from one program to another), as needed
Additional Requirements
As per contract/client requirements, you'll need to:
- Reside in the U.S. and be a U.S. citizen
- Pass a criminal background check
- Be able to effectively read a prepared/written script out loud
- Not be in default on any federal student loans
- Obtain and maintain a favorable clearance
- Obtain and maintain a PIV-I card, which may require travel to a designated location
Home Office Requirements
To ensure a productive and efficient work environment, you'll need:
- Internet speed of 25 mbps or higher (you can test this by going to www.speedtest.net)
- Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
- 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
Compensation and Benefits
As an arenaflex employee, you'll enjoy:
- 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
Pay Transparency
arenaflex is committed to paying the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. The hourly base pay minimum for this position is $17.20, and the hourly base pay maximum is $17.20.
Equal Employment Opportunity
arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to creating a diverse and inclusive workforce that reflects the communities we serve. We welcome applications from qualified candidates who share our values and are passionate about making a difference.
How to Apply
If you're ready to join a dynamic team that's passionate about delivering exceptional customer service, apply now! Visit our website to submit your application and join the arenaflex team today! Apply for this job