FFELP Customer Service Representative

JOB DESCRIPTION:

As a FFELP Customer Service Representative, you’ll serve as the first point of contact for customers, responding to inquiries across multiple channels including phone, email, chat, SMS, and back-office processing. You'll provide professional, accurate, and friendly service while ensuring compliance with company procedures, contractual policies, and federal/state regulations. Success in this role requires strong communication skills, attention to detail, adherence to privacy adn security standards, and a commitment to meeting or exceeding performance goals. 

• Professionalism and Engagement: Consistently demonstrate characteristics of respect and professionalism including but not limited to conduct, image and attitude, accountability, and in all communications. Be present, engaged and self-motivated. Commit to the goals and values of the company. Actively take an interest to improve through self-development and implementation of feedback.

• Customer Service Skills: Consistently represent MOHELA, client, and/or contractor in a professional, confident, and courteous manner and tone. Demonstrate active listening and research skills and patience during all interactions and provide empathy when responding to sensitive situations. As necessary, demonstrate de-escalation skills. Consistently handle all inquiries, following procedures and policy while meeting or exceeding quality and productivity expectations.

• Efficiency and Productivity: Consistently perform efficient handling of all inquiries to achieve maximum productivity. Apply swift system navigation, maintain call control (applicable for calls only), access tools, successfully complete training certification and ongoing training, and proficiently use reference material to meet or exceed productivity and quality standards. Must meet the expectations set forth by the Customer Service Representative (CSR) scorecard, and/or key metrics, productivity expectations and other requirements as communicated.

• Accuracy, Policies, and Procedures: Consistently follow all procedures and policies, including but not limited to security, compliance, training, and protocols. Accurately provide and document information when processing all inquiries.

• Correspondence: Draft in depth, grammatically correct, well-written, and organized responses to borrower inquiries and statements via all prescribed written communication channels.

• Analysis: Effectively research, navigate and analyze account information leveraging multiple systems, tools and solutions. Complete requests based upon established policies and procedures in accordance with established approved contractual guidelines. Complete processes within defined turnaround times.

• Quality Assurance: Must meet Quality Assurance standards as applicable for each type of inquiry completed.

• Attendance: Reliability is critical. Must meet the expectations set forth in the Contact Center Attendance Expectations.

• Other duties as assigned: As needed, perform other duties as assigned.

JOB DETAILS:

• Work Type: Work performed in this role is remote; however, to obtain the required PIV Card and computer equipment, applicants must live within 1 hour of Fishers, IN; Chesterfield, MO; Columbia, MO; or Camp Hill, PA

• Compensation: This position offers $19 per hour and a full benefits package, including generous paid-time-off. 

• Training Schedule: Monday - Friday; 8:00 AM -5:00 PM CST. Attendance during the 4 week training period is mandatory.
• Work Schedule: Monday - Wednesday; 9:00 AM - 6:00 PM CST and Thursday - Friday 8:00 AM - 5:00 PM CST.

Note: The option to work remotely may be suspended at any time for non-compliance with the work from home agreement, inability to perform successfully from home, excessive technical issues, or for operational needs. Hours may change due to business need.

OFFICE AND TECHNOLOGY REQUIREMENTS:

MOHELA will provide all hardware and software. Qualified candidates must secure the following to successfully execute job responsibilities:

• Reliable high-speed internet – Minimum of 100mbps download speed, 10mbps upload speed, and latency less than