Experienced Customer Service Representative – Federal Student Aid Loan Servicing

Join arenaflex, a leading provider of innovative solutions for the Department of Education, in a remote Customer Service Representative role. As a key member of our team, you will play a vital role in supporting students and families navigate the complexities of Federal Student Aid (FSA) Loan Servicing.

About arenaflex

arenaflex is a dynamic and forward-thinking organization dedicated to delivering exceptional services to the Department of Education. Our team of experts is passionate about making a positive impact on people's lives, and we're committed to fostering a supportive and inclusive work environment. As a remote Customer Service Representative, you'll have the opportunity to work from the comfort of your own home while being part of a collaborative and driven team.

Job Summary

We're seeking an experienced Customer Service Representative to join our team in a remote capacity. As a key member of our team, you will be responsible for responding to incoming calls, emails, and chats, as well as making outbound calls regarding FSA Loan Servicing. You will utilize our computerized system, knowledgebase, and standard technology to respond to inquiries and perform job duties. Your primary focus will be on providing exceptional customer service, resolving issues, and ensuring that our customers receive the support they need.

Key Responsibilities

* Respond to incoming calls, emails, and chats regarding FSA Loan Servicing

• Utilize available systems, knowledgebase, and standard technology to respond to inquiries and perform job duties
• Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
• Use computerized system for tracking, information gathering, and/or troubleshooting
• Support Contact Center expectations as well as departmental and corporate policies and procedures
• 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
• Refer escalated calls or inquiries to appropriate levels as needed

Essential Qualifications

* High School diploma or GED equivalent required

• Minimum six (6) months customer service or administrative or call center experience required
• Must be able to speak, read, and write in English fluently
• Basic math and PC skills including MS Office applications required
• Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
• Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
• Regular and predictable attendance is 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 internet 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

Compensation and Benefits

* 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

Career Growth Opportunities and Learning Benefits

* arenaflex is committed to providing ongoing training and development opportunities to help you grow in your career

• You'll have the chance to work with a diverse team of experts and learn from their experiences
• Our company culture values innovation, collaboration, and continuous learning, providing a dynamic and engaging work environment

Work Environment and Company Culture

* arenaflex is a remote-friendly organization, allowing you to work from the comfort of your own home

• Our team is passionate about making a positive impact on people's lives, and we're committed to fostering a supportive and inclusive work environment
• We value diversity, equity, and inclusion, and strive to create a workplace that reflects the communities we serve

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply Now!

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.

Hourly Base Pay

$17.20 (hourly base pay minimum and maximum for this position)

Note:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that reflects the communities we serve and values diversity, equity, and inclusion. Apply for this job