Experienced Customer Service Representative – Federal Student Aid Loan Servicing

Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you have a strong desire to work in a dynamic and supportive environment where you can grow and develop your skills? Look no further! arenaflex is seeking an experienced Customer Service Representative to join our team in supporting the Department of Education's Federal Student Aid Loan Servicing program.

About arenaflex

arenaflex is a leading provider of innovative business process management and technology solutions that enable citizens to successfully engage with their governments at all levels. With a strong commitment to helping government serve the people, arenaflex has been operating under its founding mission since 1975. Our team of over 30,000 employees worldwide is dedicated to delivering high-quality services that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability, and efficiency of government-sponsored programs.

Job Summary

As a Customer Service Representative, you will play a critical role in responding to incoming calls, emails, or chats, as well as making outbound calls regarding Federal Student Aid (FSA) Loan Servicing. You will utilize available systems, knowledgebase, and standard technology to respond to inquiries and perform job duties. Your primary responsibilities will include:

• Responding to incoming calls, emails, or chats and making outbound calls regarding FSA Loan Servicing
• Utilizing available systems, knowledgebase, and standard technology 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
• Using computerized systems for tracking, information gathering, and/or troubleshooting
• 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

Requirements

To be successful in this role, you will need to possess the following 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

As per contract/client requirements, you must:

• Reside in the U.S. and be a U.S. citizen
• 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
• 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.

Home Office Requirements

To ensure your success in this role, you will need to meet the following 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

As a valued member of our team, you will enjoy a range of benefits, including:

• 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

arenaflex is committed to helping you grow and develop your skills. As a Customer Service Representative, you will have the opportunity to:

• Develop your customer service skills and expertise in a dynamic and supportive environment
• Work with a team of experienced professionals who are passionate about delivering exceptional customer service
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow and develop in your career

Work Environment

arenaflex is proud to offer a supportive and inclusive work environment that values diversity, equity, and inclusion. Our team is committed to creating a workplace that is welcoming and respectful to all employees, regardless of their background, culture, or identity.

Compensation

The typical salary range for this role is $16.20/hour. Compensation shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.

How to Apply

If you are passionate about delivering exceptional customer service and making a positive impact on people's lives, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application. Apply To This Job

Equal Employment Opportunity

arenaflex is an Affirmative Action/Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace that values diversity, equity, and inclusion. We welcome applications from all qualified candidates, including those with disabilities, veterans, and members of underrepresented groups.

Pay Transparency

The typical salary range for this role is based on the local market. Compensation shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.

Skills

To be successful in this role, you will need to possess the following skills:

• Administrative skills
• Background investigation
• Business process management
• Call centers
• Computer skills
• Contract requirements
• Corporate policies
• Customer support/service
• Department of Health and Human Services
• Desktop PC
• English language
• Flexible spending accounts
• Government
• Government funding
• Identify issues
• Interpersonal skills
• Knowledge base
• Laptop PC
• Loan servicing
• Mathematics
• Microsoft Office
• Multitasking
• On call
• Procedure development
• Process development
• Scripting (scripting languages)
• Staff training
• Student financial services
• Telephone skills
• United States citizen
• United States Department of Energy (DOE)
• Web browsers

About arenaflex

arenaflex is a leading provider of innovative business process management and technology solutions that enable citizens to successfully engage with their governments at all levels. With a strong commitment to helping government serve the people, arenaflex has been operating under its founding mission since 1975. Our team of over 30,000 employees worldwide is dedicated to delivering high-quality services that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability, and efficiency of government-sponsored programs.

Join Our Team

If you are passionate about delivering exceptional customer service and making a positive impact on people's lives, we encourage you to join our team. Apply now to become a valued member of our team and start your career with arenaflex today! Apply for this job