Customer Care Specialist - Wilkes-Barre, PA

MOHELA • Harrisburg, PA

7h • 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.

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 Wilkes-Barre, PA
• 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 remain engaged at the workstation throughout the scheduled shift, except during standard breaks
• Ability to report onsite as required and if any home internet or technical issues arise
• Ability to download and use the required authenticator application

Nice To Haves

• Call center experience
• Student lending experience
• Financial aid experience
• 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.

Benefits

• Full benefits package
• Generous paid-time-off
• Eligibility for a monthly performance-based incentive after training
• $1.00/hour differential for Spanish-speaking employees 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