Remote Participant Services Rep (Seasonal)

ASM Research, An Accenture Federal Services Company; Augusta (ME); Remote; USD 22,000 - 28,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a seasonal Participant Services Representative I to provide high-volume customer support remotely. You will handle calls, emails, and web chats, process origination and disbursement transactions, and document each interaction in the agent desktop system.

The role requires attention to detail, courteous communication, and the ability to perform well during peak periods.

Qualifications

• High school diploma or GED.
• Zero to two years of call-center or customer-service experience.
• Ability to provide effective, courteous customer service for sensitive issues.
• Strong verbal, written, and listening skills with clear next steps.
• 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 while delivering timely, accurate service.
• Assist customers with 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.
• Monitor and conduct outreach related to batch-processing issues, edit-code rejects, unresolved errors, and follow-up activities.
• Create new cases and update existing cases in the designated agent desktop to document interactions accurately.
• Manually link/unlink award records and promissory or agreement-to-serve notes per procedures.
• Research and confirm transaction-processing status for customer data and related records.
• Analyze routine borrower-data-integrity issues and escalate complex issues.
• Perform all services per processing procedures, program guidance, quality standards, and SLAs.

Skills

Customer service

Communication

Attention to detail

Time management

Problem solving

Education

High school diploma or GED

Job description

ASM Research, An Accenture Federal Services Company, seeks a seasonal Participant Services Representative I to provide high-volume customer support remotely. You will handle calls, emails, and web chats, process origination and disbursement transactions, and document each interaction in the agent desktop system.

The role requires attention to detail, courteous communication, and the ability to perform well during peak periods.