Customer Service Specialist

This is a fully remote position, open to applicants in California, +5 more states.

📋 Description

• Provide comprehensive support to borrowers and educational institutions for the Federal Perkins Loan Servicing Program.

• Digitally archive Perkins loan documentation submitted by higher education establishments.

• Implement federal record retention guidelines to ensure proper maintenance and storage of records throughout their lifecycle.

• Respond to incoming phone calls, emails, and online inquiries in a timely and professional manner.

• Accurately document all customer interactions in the Perkins Servicing System.

• Assist with end-to-end loan assignments while ensuring compliance and proper documentation.

• Liaise with educational institutions to ensure timely submission of data.

• Manage loan assignments received from schools.

• Conduct quality checks to guarantee data accuracy.

• Handle customer requests, account updates, applications, payments, and service modifications.

• Investigate and resolve issues raised by borrowers and institutions, identifying solutions and following through to resolution.

• Escalate complex issues related to borrowers or schools to the appropriate department.

• Achieve performance benchmarks for quality, productivity, attendance, and customer satisfaction.

• Participate in ongoing service and process enhancements.

⛳️ Requirements

• A high school diploma or GED is mandatory.

• Must be a U.S. citizen.

• Capability to obtain and maintain a Federal Public Trust (5C) security clearance is required.

• Must not be in default on any federal student loans.

• Proven financial responsibility is essential.

• No felony convictions in the last 7 years.

• Misdemeanor convictions in the past 7 years may affect eligibility.

• No non-medical collections totaling $7,500 or more.

• At least one year of customer service or call center experience is necessary.

• Familiarity with Microsoft Office (Word, Excel, Outlook) is required.

• A reliable high-speed internet connection is necessary; wired Ethernet is required, and Wi-Fi is not permitted.

• A quiet, private, and distraction-free home workspace is essential, with no caregiving responsibilities or interruptions during scheduled work hours.

• Exceptional verbal and written communication abilities are required.

• Strong active listening and interpersonal skills are essential.

• Capability to manage challenging customer interactions with patience and professionalism.

• Excellent problem-solving and critical thinking skills are necessary.

• Ability to work both independently and collaboratively as part of a team.

• Proficiency in computer and keyboarding skills is required.

• Applicants residing in California, Hawaii, New York, Oregon, Washington, Illinois, and the city of Philadelphia are ineligible.

• A bachelor's degree in business administration or related fields, or equivalent education and/or experience, is preferred.

• One year of office experience is preferred.

• Proficient knowledge of the Microsoft Office Suite is preferred.

• Experience with contact center systems and Microsoft Office applications is preferred.

🏝️ Benefits

• Opportunity to work from home five days a week.

• Equal Opportunity Employer, including veterans and individuals with disabilities.