Job type full-time
Full job description
Job introduction: a customer service representative (csr) iii is primarily responsible for performing lead duties within the federal student aid (fsa) loan servicing groupCsr iii will provide direct guidance and assistance to csr’s i and ii.
This is a senior level position within the customer service family.
Respond to incoming calls, e-mails, chats and make outbound calls regarding federal student aid (fsa) loan servicing
Delegate work assignments, taking into consideration daily workload and skill level of team members.
Field customer calls as necessary and act as resource for the most complex customer calls.
Monitor calls of the team to ensure that regulations and compliance are met as well as american education services/pennsylvania higher education assistance agency standards for quality and customer service.
Provide training and mentoring to csr i & ii team members.
Identify broader training needs for individuals and the team and communicate these needs to department management and supervisors.
Act as a liaison for routine requests within and outside of the department.
Identify trends and recommend problem prevention strategies for department consideration.
Assist supervisor in quality assurance review.
Act as a role model to enable success in all aspects of team and individual performance.
Responsible for work delegation, training, and/or quality assurance of customer service representative i and ii within the work group.
Identify opportunities for improvement of procedures and processes and recommend solutions.
Provide technical guidance to improve the performance of csr i & ii based on monitoring and the outcomes of the quality assurance process.
Support direct operations of the work team (such as customer calls, making complex adjustments, or other loan servicing activities) as necessary.
Identify trends in department workflow and in the accuracy of the department’s work.
Provide recommendations for improving the work team or department’s performance, efficiency, or workflow.
Education and requirements:
High school diploma or ged required.
At least two (2) years of customer service experience required.
Comprehensive understanding of the student lending industry is preferred
Ability to understand workflow capacity and department’s needs to effectively allocate assignments within the work group.
Thorough understanding of appropriate federal and procedures and Apply Now them in order to provide effective customer service.
Ability to communicate clearly and effectivelyProvide information clearly either through oral communication or through written correspondence.
Ability to work effectively in a results-oriented environment.
Ability to work effectively in a team environment.
Must have high-speed internet (minimum of 20 mbps) to work from home / remotely.
Must connect an ethernet cable directly to the router (cannot connect via wi-fi)
Must be able to perform repetitive actions.
May be required to work scheduled holidays, overtime, and weekends.
Must be available to support all fsa programs via reassignment between programs (moving from one program to another), as needed.
Must be able to certify in functions being trained.
Must be able to speak, read and write in english fluently
Additional requirements as per contract/client:
Must be able to effectively read a prepared / written script out loud
Must reside in the u.s.
Must be a u.sCitizen
Must be able to pass a criminal background check
Must not be delinquent or in default on any federal student loans
Employment and continued employment are contingent upon obtaining and maintaining a favorable clearanceFinal suitability determination is the sole discretion of the department of education.
Job summary: essential duties and responsibilities:
Handles more complex customer service inquiries and problems via the telephone, recording consistent problem areas.
May respond to e-mail inquiries.
Customer service is the primary function.
Calls are non-routine and require deviation from standard screens, scripts, and procedures.
Handles situations which may require adaptation of response or extensive research according to customer response.
Uses computerized system for tracking, information gathering, and/or troubleshooting.
May handle escalated and unresolved calls from less experienced representatives.
High school diploma or equivalent with 12 months of customer service experience.
May have additional training or education in area of specialization.
Maximus introduction: since 1975, maximus has operated under its founding mission of helping government serve the people, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programsMaximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programsWith more than 30,000 employees worldwide, maximus is a proud partner to government agencies in the united states, australia, canada, saudi arabia, singapore and the united kingdomFor more information, visit https://www.maximus.comEeo statement: eeo statement: active military service members, their spouses, and veteran candidates often embody the core competencies maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforceWe recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our countryWe’re proud of our connections to organizations dedicated to serving veterans and their familiesIf you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the national guard or reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for youA committed and diverse workforce is our most important resourceMaximus is an affirmative action/equal opportunity employerMaximus provides 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.