Experienced Customer Service Representative – Federal Student Aid Loan Servicing

At arenaflex, we're dedicated to providing exceptional customer service to individuals seeking assistance with Federal Student Aid (FSA) Loan Servicing. As a Customer Service Representative, you'll play a vital role in ensuring that our clients receive the highest level of support and care. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of customer service solutions, partnering with government agencies to deliver top-notch support to citizens. Our team is comprised of talented individuals who share a common goal: to make a positive impact on people's lives. With a strong commitment to diversity, equity, and inclusion, we strive to create a workplace that's inclusive, supportive, and empowering.

Job Summary

As a Customer Service Representative, you'll be responsible for responding to incoming calls, chats, and emails regarding FSA Loan Servicing. You'll work closely with our team to resolve customer inquiries, provide accurate information, and ensure that our clients receive the support they need. 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.

Training and Development

To prepare you for this role, arenaflex provides paid, comprehensive training that ensures our employees are equipped with the knowledge and skills necessary to deliver exceptional customer service. Our training program includes:

• 4 weeks of remote training, Monday - Friday, 9am-5:30pm ET
• No time off is permitted during training
• Opportunities to learn from experienced trainers and subject matter experts
• Access to our knowledgebase and standard technology, including telephone, email, and web browser

Essential Duties and Responsibilities

As a Customer Service Representative, you'll be responsible for:

• Handling customer service inquiries and problems via the telephone, recording consistent problem areas
• Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff
• 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
• 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

Minimum Requirements

To be considered for this role, you must:

• Have a High School diploma or equivalent with 6 months of customer service experience
• Be able to speak, read, and write in English fluently
• Possess basic math and PC skills, including MS Office applications
• Demonstrate excellent interpersonal skills and the ability to organize simultaneous tasks
• Be available to support all FSA programs via reassignment between programs, 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
• Be available to work scheduled holidays, overtime, and weekends
• Be able to effectively read a prepared/written script out loud
• Not be in default on any federal student loans
• Obtain and maintain a favorable clearance, as determined by the Department of Education
• Obtain and maintain a PIV-I card, which must be picked up in person

Home Office Requirements

To ensure a productive and efficient work environment, you'll need:

• Internet speed of 25 mbps or higher (you can test this by going to www.speedtest.net)
• A hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
• 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

As a Customer Service Representative, you'll enjoy:

• 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

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.

Pay Transparency

For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Hourly Base Pay Minimum for this Position

$17.20

Hourly Base Pay Maximum for this Position

$17.20

Remote

Yes If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and make a positive impact on people's lives. [Apply Now](https://remotejobs.trendingnewsgo.com/register-candidate/) Apply for this job