Experienced Customer Service Representative – Federal Student Aid Loan Servicing
At arenaflex, we're dedicated to delivering exceptional customer service experiences that make a real difference in 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 as they navigate the complexities of federal student aid. If you're passionate about helping others, have a knack for problem-solving, and thrive in a fast-paced, dynamic 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, integrity, and customer satisfaction. Our team of dedicated professionals is passionate about making a positive impact on people's lives, and we're seeking like-minded individuals to join our ranks. As a remote Customer Service Representative, you'll enjoy the flexibility to work from the comfort of your own home, while still being part of a dynamic, supportive team that's dedicated to excellence.
Job Summary
As a Customer Service Representative on our Federal Student Aid Loan Servicing team, you'll be responsible for providing exceptional customer service to students, parents, and borrowers via phone, email, and chat. You'll work closely with our team to resolve customer inquiries, address concerns, and provide solutions that meet their needs. If you're a motivated, customer-focused individual with excellent communication skills and a passion for helping others, we encourage you to apply!
Key Responsibilities
* Respond to incoming calls, emails, and chats from students, parents, and borrowers regarding Federal Student Aid Loan Servicing
- Provide exceptional customer service, resolving customer inquiries and addressing concerns in a timely and professional manner
- Utilize our computerized system to track, gather information, and troubleshoot customer issues
- Refer escalated calls or inquiries to appropriate levels as needed
- Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
- 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
Training and Development
* Participate in comprehensive, paid training program to ensure you have the knowledge and skills needed to excel in this role
- Receive ongoing coaching and support from experienced team members to help you grow and develop in your career
- Opportunities for professional growth and advancement within the company
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
- Excellent interpersonal skills and the ability to organize simultaneous tasks
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Regular and predictable attendance 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 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 and Compensation
* 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 own 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
Equal Employment Opportunity
arenaflex is an Affirmative Action/Equal Opportunity Employer. We provide 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 If you're a motivated, customer-focused individual with a passion for helping others, we encourage you to apply for this exciting opportunity to join our team at arenaflex! Apply for this job