Customer Care Specialist - Fishers, IN

MOHELA • Indianapolis, IN

2d • Hybrid

About The Position

MOHELA is seeking Customer Care Specialists to provide exceptional service and support to our customers. In this role, you’ll assist customers with managing and repaying their loans through inbound and outbound calls, helping them understand their options, and work toward successful account resolution. This position includes a combination of remote and in-office work. The 5-week New Hire Training program will be primarily virtual; however, in-office attendance is mandatory on designated training days to complete on-the-phone training and ensure you have hands-on support. Employees will also be required to report onsite as needed following training, including when home internet or technical issues prevent remote work. Full participation and attendance throughout the training period is required.

Requirements

• High school diploma, GED, or equivalent
• At least 1 year of Customer Service experience (associate or bachelor’s degree may substitute for the experience requirement)
• Demonstrated stable work history
• Must live within 1 hour of Fishers, IN
• Ability to fully participate in and attend the mandatory 5-week training program
• Ability to meet all office, technology, and onsite requirements (including the ability to pick up equipment onsite the Friday before employment, and download the authenticator app)
• Exceptional customer service and interpersonal skills, with the ability to maintain a positive, empathetic, timely, and professional approach
• Excellent computer navigation skills, including the ability to multi-task and use dual monitors to toggle between screens and systems while speaking with customers
• Ability to develop and maintain an in-depth understanding of student loan servicing processing and possess the skills to effectively communicate program requirements in a clear and concise manner
• Reliable high-speed internet with a minimum of 100 Mbps download, 10 Mbps upload, and latency below 50 ms.
• A hard-wired internet connection to MOHELA-provided equipment; Wi-Fi, mobile hotspots, 5G, satellite internet, and shared internet connections are not acceptable.
• A designated, quiet home workspace free from distractions
• Ability to download and use the required authenticator application

Nice To Haves

• Call center experience
• Student lending experience
• Financial aid experience
• College Degree
• Applicants fluent in Spanish

Responsibilities

• Assist customers with managing and repaying their loans through inbound and outbound calls.
• Help customers understand their options.
• Work toward successful account resolution.
• Report onsite as required and if any home internet or technical issues arise.
• Remain engaged at the workstation throughout the scheduled shift, except during standard breaks.

Benefits

• Eligibility for a monthly performance-based incentive after training
• Full benefits package
• Generous paid-time-off
• $1.00/hour differential for Spanish fluency, available after training upon completion of the required assessment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED