Remote Participant Services Associate - Seasonal

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

Job summary

ASM Research in the United States is seeking a Seasonal Participant Services Representative I to deliver routine, high-volume customer support via inbound/outbound calls, email, web chat, and back-office processing. This remote role emphasizes accurate transaction processing, timely responses, and adherence to service-level agreements.

You will assist with origination and disbursement activities, resolve processing errors, document interactions in the agent desktop, and follow program

Qualifications

• High school diploma or GED.
• Zero to two years of call-center, customer-service, public-relations, or comparable customer-facing experience.
• Ability to provide effective, tactful, and courteous customer service while handling sensitive or time-sensitive customer concerns.
• Strong verbal, written, and listening skills, with the ability to interpret customer-provided information and communicate clear next steps.
• Demonstrated ability to work accurately and maintain attention to detail when documenting cases, processing transactions, and updating customer records.
• Ability to adapt successfully to fluctuating workload demands, including sustained periods of high call volume.
• U.S. citizenship and the ability to obtain and maintain a Public Trust suitability determination.

Responsibilities

• Respond to routine inbound and outbound customer contacts through phone, email, web chat, and outreach activities while delivering timely, accurate, and courteous service.
• Assist customers with submitting and processing origination and disbursement transactions, including creating and submitting transactions on a customer's behalf when authorized.
• Research and resolve routine processing issues, including batch edits and errors, rejected transactions, missing documents, signature-page deficiencies, and data corrections.
• Provide customer support related to award origination and disbursement processing, including identifying issues and explaining next steps needed to complete processing.
• Monitor and conduct outreach related to batch-processing issues, edit-code rejects, unresolved errors, and requested follow-up activities.
• Create new cases and update existing cases in the designated web-based agent desktop application to document every phone, email, and web-chat interaction accurately and completely.
• Manually link and unlink award records and promissory or agreement-to-serve notes in accordance with established procedures.
• Research and confirm transaction-processing status for customer data, including promissory notes, batch status, counseling records, borrower information, grant-recipient information, and borrower-servicer information.
• Analyze routine borrower-data-integrity issues identified by customers and elevate complex or unresolved issues through established channels.
• Perform all services in accordance with applicable processing procedures, program guidance, quality standards, and service-level agreements.

Job description

ASM Research in the United States is seeking a Seasonal Participant Services Representative I to deliver routine, high-volume customer support via inbound/outbound calls, email, web chat, and back-office processing. This remote role emphasizes accurate transaction processing, timely responses, and adherence to service-level agreements.

You will assist with origination and disbursement activities, resolve processing errors, document interactions in the agent desktop, and follow program