Experienced Customer Service Representative – Federal Student Aid Loan Servicing (Remote near Jacksonville, FL)

Join arenaflex, a leading provider of innovative business process management and technology solutions, in supporting the Department of Education's Federal Student Aid Loan Servicing program. As an Experienced Customer Service Representative, you will play a vital role in delivering exceptional customer experiences, ensuring the highest levels of knowledge and professionalism, and contributing to the success of our clients.

About arenaflex

arenaflex has been operating under its founding mission of Helping Government Serve the People since 1975. With over 30,000 employees worldwide, we are a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore, and the United Kingdom. Our commitment to delivering innovative solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability, and efficiency of government-sponsored programs has earned us a reputation as a trusted leader in the industry.

Job Summary

We are seeking an Experienced Customer Service Representative to join our team in supporting the Department of Education's Federal Student Aid Loan Servicing program. As a key member of our team, you will be responsible for responding to incoming calls, emails, or chats, making outbound calls, and processing requests related to Federal Student Aid Loan Servicing. You will utilize available systems, knowledgebase, and standard technology to respond to inquiries and perform job duties. Your exceptional communication skills, attention to detail, and ability to work in a fast-paced environment will make you an invaluable asset to our team.

Responsibilities

* Respond to incoming calls, emails, or chats and make outbound calls regarding Federal Student Aid Loan Servicing

• Utilize available systems, knowledgebase, and standard technology such as telephone, email, and web browser 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

Requirements

* 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
• 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

* 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

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

Work Environment and Culture

arenaflex is committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We believe in fostering a culture of collaboration, innovation, and continuous learning, where employees can grow and develop their skills and expertise. Our team is passionate about delivering exceptional customer experiences and making a positive impact on the lives of our clients and their customers.

Compensation and Perks

* Competitive salary range based on local market

• Additional bonuses available
• Paid training
• Opportunity to work from home
• Supportive environment with peers who share your passion for improving people's lives
• Career growth opportunities and learning benefits

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an Affirmative Action/Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We believe in fostering a culture of collaboration, innovation, and continuous learning, where employees can grow and develop their skills and expertise.

Pay Transparency

The typical salary range of candidates hired 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.

Remote Work

This is a remote position, but you must live within 1 hour of Jacksonville, FL and be willing to work onsite for up to one week. You will be required to attend 4 weeks of training (remotely - from home), Monday - Friday, 9am-5:30pm ET. No time off is permitted during training.

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

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