CW Call Center Representative

Pheaa•Harrisburg, PA

19d•Hybrid

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

High school diploma or equivalent required.
Computer literacy and knowledge of MS Office.
Ability to multi-task, problem-solve, and perform in-depth research while assisting customers.
High school diploma or equivalent required.

Nice To Haves

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.

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.