CW Call Center Representative

Pennsylvania-Higher-Education-Assistance-Agency-; Harrisburg (Dauphin County); Hybrid; USD 45,956,736 - 50,144,640; Full time

Job summary

PHEAA's AES Call Center is seeking qualified representatives to help students understand loan options and repayment. This entry-level role emphasizes customer service and accurate information sharing to assist millions of borrowers.

The position includes a six-week training program with classroom and live-account practice, followed by ongoing performance assessments. Training is weekdays, with hybrid on-site participation required.

Qualifications

• High school diploma or equivalent required.
• Computer literacy and MS Office knowledge.

Responsibilities

• Handle a variety of complex account issues on one or multiple customer support lines.
• Identify root causes of calls and resolve inquiries on first contact.
• Troubleshoot online account issues and use available online tools.
• Assist customers with repayment options and loan information.

Skills

MS Office proficiency

Education

High school diploma or equivalent

Job description

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!

Salary : $16.00/hour (+ A $1 shift differential will be provided for the 12:00 PM – 9:00 PM shifts)

Pay Increase: Pay will increase to $17.50 after 6 months of continuous employment (including shift differentials)

Benefits : Please click here to learn about PHEAA’s Entry Level Benefits.

Training Class Start Date: Tuesday September 8th

Training Shift: Monday through Friday 8:00 AM - 4:30 PM for 6 consecutive weeks (Hybrid -2 days per week on site)

Long Term Shift : Monday through Friday 12:00 PM – 9:00 PM Hybrid - 2 days per week on site)

Department: AES Contact Center

Job Purpose and Summary

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!

Primary Duties and Responsibilities

Call Center Representatives 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

Our knowledgeable staff creates a comprehensive training program to ensure our team members are destined for success.

Candidates must complete a 6-week training program that combines lecture and practice on live customer accounts and performs account adjustments.

Due to the amount and complexity of information,time off will not be permitted during the training period.

Successfully pass five training assessments with passing scores are required to continue through the full training program.

Required Skills

High school diploma or equivalent required

Computer literacy and knowledge of MS Office

Required Experience

High school diploma or equivalent required