CW Call Center Representative
About The Position
PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education. Give back tomorrow by joining us today! PHEAA's 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 knowledgeable staff creates a comprehensive training program to ensure our team members are destined for success. Our dedicated Call Center Representatives provide a positive experience for all customers. As you become more confident and proficient in phone work, you may have the opportunity to develop your professional knowledge further and train on processing tasks.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
