CW Call Center Representative

Pennsylvania Higher Education Assistance Agency; Harrisburg (Dauphin County); On-site; USD 18,184 - 25,898; Full time

Job summary

Pennsylvania Higher Education Assistance Agency is looking for dedicated Call Center Representatives to provide exceptional service to student loan borrowers. This role involves answering calls regarding complex account issues and helping customers with repayment options and their online accounts.

To succeed, candidates should complete a 6-week training program and display strong computer skills, problem-solving abilities, and multi-tasking capabilities. A high school diploma or equivalent is required. The position offers a starting hourly wage of $16, increasing to $17.50 after 6 months.

Qualifications

• Candidates must have a high school diploma or equivalent.
• Computer literacy and knowledge of MS Office is required.
• Ability to multi-task and perform in-depth research while assisting customers.

Responsibilities

• Answer calls handling a variety of complex account issues.
• Provide customer service to student loan borrowers.
• Assist customers with troubleshooting online account issues.

Skills

Computer literacy

Problem-solving

Multi-tasking

Education

High school diploma or equivalent

Tools

MS Office

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 differential)

Benefits: Please learn about PHEAA’s Total Rewards.

Training Class Start Date: Monday July 20th

Training Shift: Monday through Friday 8:00 AM - 4:30 PM for 6 consecutive weeks (Hybrid)

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

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.

Ability to multi-task, problem-solve, and perform in-depth research while assisting customers.

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.