Remote Participant Services Agent I (Seasonal)

ASM Research, An Accenture Federal Services Company; Montpelier (VT); Remote; USD 20,000 - 29,000; Part time

Job summary

ASM Research, An Accenture Federal Services Company is seeking a Participant Services Representative I for a seasonal, remote position with a 7:00 AM-3:30 PM EST schedule. The role involves high-volume inbound/outbound calls, email, and web chat to support origination and disbursement activities, ensuring accuracy and adherence to SLAs.

Responsibilities include documenting interactions, resolving routine issues, and performing processing tasks while maintaining customer satisfaction.

Qualifications

• High school diploma or GED required.
• Zero to two years of call-center, customer-service, or comparable experience.
• Ability to provide effective, tactful, and courteous customer service.
• Strong verbal, written, and listening skills.
• Demonstrated attention to detail when documenting cases and processing transactions.
• Ability to adapt to fluctuating workload and high call volume.
• U.S. citizenship and ability to obtain Public Trust suitability.

Responsibilities

• Respond to routine inbound and outbound customer contacts via phone, email, web chat, and outreach.
• Assist customers with origination and disbursement transactions, including submitting on their behalf when authorized.
• Research and resolve routine processing issues, such as batch edits, errors, and missing information.
• Provide customer support related to award origination and disbursement processing.
• Monitor and conduct outreach related to batch-processing issues and unresolved errors.
• Create and update cases in the agent desktop to document interactions accurately.
• Link and unlink award records and notes per procedures.
• Research and confirm transaction-processing status for customer data.
• Analyze routine borrower-data-integrity issues and escalate complex problems.
• Perform services in accordance with procedures, guidance, quality standards, and SLAs.

Skills

Customer service

Communication skills

Attention to detail

Time management

U.S. citizenship

Education

High school diploma or GED

Job description

ASM Research, An Accenture Federal Services Company is seeking a Participant Services Representative I for a seasonal, remote position with a 7:00 AM-3:30 PM EST schedule. The role involves high-volume inbound/outbound calls, email, and web chat to support origination and disbursement activities, ensuring accuracy and adherence to SLAs.

Responsibilities include documenting interactions, resolving routine issues, and performing processing tasks while maintaining customer satisfaction.