Customer Care Center Specialist

Are you passionate about helping others? If so, we want you on our team!

 

MOHELA is looking for team members who will provide exceptional service and support to our customers.

• Must live within 1 hour Wilkes Barre, PA 
• Bilingual applicants fluent in both English and Spanish are encouraged to apply. A bilingual differential of $1.00 an hour will be available after training with passing assessment results.
• All interviews will be video calls conducted via Microsoft Teams.

 

JOB DESCRIPTION:

As a Customer Care Specialist, you’ll play a critical role in assisting our customers as they navigate successful management and repayment of their loans.  By speaking with our customers on both inbound and outbound calls you will be the voice of MOHELA, guiding them through their options to help them achieve account resolution while providing them with support that is easy and reliable.

 

As a hybrid employee, your schedule will include a mixture of work from home and in-office scheduling.

 

• During the New Hire Training period, your technical training will primarily be virtual (lasting approximately the first 3 weeks), but you will be scheduled to be in office at least once during those 3 weeks to job shadow with a tenured agent prior to starting the phone training portion of the curriculum. 
• When you begin to take phone calls (during the 4th week of training), you will be on-site again to ensure you have hands on support as well as additional opportunities to shadow tenured agents who will be available to provide coaching and feedback. 
• After New Hire training concludes, you will be required to work onsite at least 2 times a month or as needed in the event of technical issues (i.e. internet outages or other connectivity issues) that impact your ability to effectively perform your job responsibilities.
• All onsite workdays will be scheduled by your supervisor and ample notice of these days will be provided to allow you to plan accordingly.
• Reliable transportation to ensure you are able to fulfill the in-office requirement is critical.

 

POSITION DETAILS:

• Job Type:
  • Remote/Hybrid
  • To support the onsite requirement, applicants must live within 1 hour of our location in Wilkes-Barre, PA.
• Start Date:
  • May 16, 2025
• Compensation: 
  • $16 per hour PLUS BONUS + Full Benefits Package and Generous Paid-Time-Off

  

SCHEDULE:

During New Hire Training: Monday-Friday, 8:00 AM – 5:00 PM EST

(training period = 4 weeks)

 

After New Hire Training one of the following shifts will be assigned. You must be available to work both shifts as availability will be based on business need at the time New Hire Training ends. 

 

During your interview, you will be asked to confirm your availability for both shifts.  Performance and Attendance during New Hire Training will be a consideration in shift assignment. 

 

 

 

SHIFT ONE

• Monday – Tuesday, 12:00 PM – 9:00 PM
• Wednesday – Thursday, 8:00 AM – 5:00 PM
• Friday, 9:00 AM - 6:00 PM

 

SHIFT TWO

• Monday – Tuesday, 8:00 AM – 5:00 PM
• Wednesday – Thursday, 12:00 PM – 9:00 PM
• Friday, 9:00 AM – 6:00 PM

 

 

 

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/ 10 upload speed and latency less than 50 ms.