CW Call Center Representative

PHEAA; Harrisburg (Dauphin County); Hybrid; USD 45,846,528 - 50,144,640; Full time

Benefits offered by this job

Shift differential

Spanish bilingual incentive

On-site training program

Job summary

PHEAA's AES Contact Center in Harrisburg, PA is hiring entry-level Call Center Representatives to provide customer service to student loan borrowers. The role includes a six-week training program and a shift from 12:00 PM to 9:00 PM on-site two days per week during hybrid training.

Starting pay is $16.00/hour with a $1 shift differential for evening shifts, and increases to $17.50 after six months. A Spanish bilingual incentive of $0.50 applies.

Qualifications

• High school diploma or equivalent required.
• Computer literacy and MS Office knowledge.
• PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.

Responsibilities

• Call Center Representatives answer calls handling a variety of complex account issues for student borrowers.
• Identify the root cause and resolve inquiries on first contact according to regulations and policies.
• Assist customers with troubleshooting online account issues and using online tools.
• Update customer and account information as needed.
• Handle difficult or escalated calls and assist with resolution.
• Counsel customers on repayment options, including payment methods, plans, forgiveness programs, and consolidation.

Skills

Computer literacy

MS Office

Education

High school diploma or equivalent

Tools

MS Office

Job description

Customer Service / Support / Operations

Harrisburg, PA

ID: 636-369

Full-Time/Regular

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)

Bilingual Differential: $.50 Spanish Bilingual Incentive (Upon passing verbal test).

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)

Location: PHEAA Headquarters 1200 North 7th Street, Harrisburg, PA 17102

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

Training Class Details

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

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.

Required Experience

High school diploma or equivalent required