Experienced Customer Service Representative – Federal Student Aid Loan Servicing

At arenaflex, we're dedicated to delivering exceptional customer service 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 helping others, possess excellent communication skills, and thrive in a dynamic, fast-paced environment, we encourage you to join our team.

About arenaflex

arenaflex is a leading provider of innovative solutions to the public sector, with a strong commitment to delivering exceptional customer service experiences. Our team of dedicated professionals is passionate about making a difference in the lives of our clients and the communities we serve. With a focus on employee growth and development, we offer a supportive environment that fosters collaboration, innovation, and continuous learning.

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 customer experience. 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 necessary to deliver exceptional customer service experiences. Our training program includes:

• 4 weeks of remote training, Monday - Friday, 9am-5:30pm ET
• No time off is permitted during training
• Ongoing coaching and feedback to ensure your success

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 customer inquiries by referring them to published materials, secondary sources, or more senior staff
• Utilizing available systems, knowledgebase, and standard technology such as telephone, email, and web browser 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
• Supporting Contact Center expectations as well as departmental and corporate policies and procedures
• 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 must:

• Possess a High School diploma or equivalent with 6 months of customer service experience
• Be able to speak, read, and write in English fluently
• Have basic math and PC skills, including MS Office applications
• Demonstrate excellent interpersonal skills and the ability to organize simultaneous tasks
• Be available 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 must:

• Reside in the U.S. and be a U.S. citizen
• Pass a criminal background check
• Be available to work scheduled holidays, overtime, and weekends
• 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, with final suitability determination at the sole discretion of the Department of Education
• Obtain and maintain a PIV-I card, which must be picked up in person

Home Office Requirements

To ensure your success in this remote role, you must:

• Have internet speed of 25 mbps or higher (you can test this by going to www.speedtest.net)
• Use a hardwired internet (ethernet) connection router, not Wi-Fi
• 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
• Pick up all equipment in our Jacksonville, FL office

EEO Statement

arenaflex is an Affirmative Action/Equal Opportunity Employer, committed to diversity and inclusion. We recognize the unique skills and experiences of active military service members, their spouses, and veteran candidates, and offer a career path that allows you to continue making a difference for our country.

Pay Transparency

arenaflex will pay 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, with a maximum of $17.20.

How to Apply

If you're passionate about delivering exceptional customer service experiences and possess the skills and qualifications outlined above, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application. Apply Job! Apply for this job