Customer Service Representative (Madison, WI)

TEKsystems; Madison (WI); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading provider of business and technology services is seeking a Customer Service Representative in Madison, WI. This fully remote role requires counseling student loan borrowers to resolve delinquent accounts. Candidates should possess strong communication skills and customer service experience. Benefits include medical, dental, vision, and a 401(k) retirement plan. Apply by May 27, 2025.

Benefits

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

Health Spending Account

Transportation benefits

Employee Assistance Program

Time Off/Leave

Qualifications

• 2 years of customer service experience, preferably in call center or collections.
• Proven written and verbal communication skills.

Responsibilities

• Counsel delinquent borrowers regarding payment arrangements.
• Handle inbound and outbound calls in accordance with regulations.
• Document actions taken on accounts and related correspondence.

Skills

Communication

Customer Service

Education

High School or GED

Job description

Customer Service Representative (Madison, WI)

life insurance, sick time, 401(k), retirement plan

United States, Wisconsin, Madison

*This is a remote role that requires a half day of onsite training in Madison, WI. ** Must live in Dane, Columbia, Sauk, Rock, and Dodge counties.*
*Description*
Under the direction of the department Supervisor(s) and assistance of Leads, counsel student loan borrowers in resolving their delinquent accounts in an accurate, effective, and efficient manner. Responsible for handling inbound and outbound telephone calls in accordance with federal regulations, corporate objectives and department policies including those described in the Repayment Solutions Policies and Procedures manual.
Essential Functions (Primarily via outbound calls)
1. Effectively counsel delinquent borrowers/endorsers regarding payment arrangements, deferment/forbearance, and consolidation options available to resolve the delinquency on their account(s). Explain rights and responsibilities to delinquent student loan borrowers, including the consequences of default.
2. Communicate with highly delinquent borrowers/endorsers through established procedures to determine the reason(s) for nonpayment or noncompliance, and the ability to meet their loan obligations using the current Repayment Solutions call model. Use this information to determine a solution that is best suited to the borrower's best interest.
3. Verify and obtain new demographic information, including email addresses, during contacts with borrowers and others.
4. Secure the information and documentation necessary to qualify borrowers for deferment and/or forbearance.
5. Maintain knowledge of the various deferments and forbearance options available to borrowers/endorsers. Assist in the review of deferment/forbearance documents received in-house as assigned.
6. Assist in the investigation of difficult and problem accounts. Follow-up and/or take the appropriate action to resolve the account.
7. Initiate feedback to Repayment Solutions Supervisor(s) with ideas to improve processes.
8. Perform additional tasks related to the resolution and maintenance of delinquent student loan accounts.
9. Document on the system actions taken on accounts and related correspondence.
10. Act as an effective liaison between the servicer, lender and borrower.
11. Contribute to a positive work environment.
12. Perform other related tasks as assigned.
*Qualifications*
Must: - 2 years of customer service experience (Call center experience with emphasis on outbound calls or collections highly preferred)
Proven written and verbal communication
40 WPM (Verify via typing test)
Good attendance
High School or GED minimum
*-Must be able to provide relevant/recent professional references *
*Hours:*
Monday - Friday: 8:00 AM to 4:30 PM. with the possibility of a later start and end time after training, finishing no later than 7pm
*Pay and Benefits*
The pay range for this position is $18.50 - $18.50/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a fully remote position.
*Application Deadline*
This position is anticipated to close on May 27, 2025.
About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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