CW Call Center Representative
PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education. The Call Center Representative role focuses on delivering outstanding customer service to student loan borrowers while assisting them with account inquiries and repayment options.
Responsibilities
- Call Center Representatives answer inbound calls handling a variety of complex account issues
- Answer questions identify the root cause of the call and research to resolve the customer inquiry upon first contact. Interactions with customers are based on federal regulations, PHEAA objectives, and department policies
- Assist customers with troubleshooting online account issues and utilizing online tools that are available
- Update customer and account information as needed
- Process incoming correspondence, forms, or other documents received from customers
- Counsel customers in achieving successful repayment of their student loans. This includes but is not limited to answering payment and billing inquiries, discussing repayment plan options and eligibility, payment alternatives, interest accrual, forgiveness programs, and consolidation
- Handle difficult or escalated call types and assist with resolution
- Will work with one or multiple customer support lines
Skills
- High school diploma or equivalent required
- Computer literacy and knowledge of MS Office
- Must complete a 6-week training program that combines lecture and practice on live customer accounts and performs account adjustments. Due to the amount and complexity of information, time off will not be permitted during the training period. Periodic training assessments with passing scores are required to continue through the full training program
- Ability to multi-task, problem-solve, and perform in-depth research while assisting the customer
Benefits
- Call Center Representatives can enroll in the Bronze Medical Insurance plan from day one of employment
- Will be required to join the State Employees Retirement System
Company Overview