CW Call Center Representative
About The Position
PHEAA's American Education Services (AES) team is seeking qualified Call Center Representatives to help us make a difference in the lives of millions of students! It is our daily goal to meet our public service mission—creating affordable access to higher education. We take pride in educating borrowers on the long-term impact of student loan borrowing and their repayment options! This entry-level clerical wage position provides outstanding customer service to our student loan borrowers. Our dedicated Call Center Representatives provide a positive experience for all customers!
Requirements
- Must complete a 6-week training program that combines lecture and practice on live customer accounts and performs account adjustments.
- Must successfully pass five training assessments with passing scores to continue through the full training program.
Responsibilities
- Answer calls handling a variety of complex account issues with one or multiple customer support lines.
- Answer questions to identify the root cause of the call and research to resolve the customer inquiry upon first contact. Interactions with customers are based on federal and state 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.
- Handle difficult or escalated call types and assist with resolution.
- 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, Consolidation.
Benefits
- Total Rewards
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
