Remote Participant Services Specialist – Seasonal

ASM Research, An Accenture Federal Services Company; Boise (ID); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Remote work

Job summary

ASM Research, An Accenture Federal Services Company is seeking a seasonal Participant Services Representative I to provide routine, high-volume customer support via phone, email, web chat, and back-office processing. This remote role includes inbound and outbound contacts and adherence to SLAs.

Responsibilities include processing origination and disbursement transactions, researching issues, documenting interactions, and ensuring accuracy under periods of high call volume, with potential end

Qualifications

• High school diploma or GED.
• 0–2 years of call-center or customer-service experience.
• Ability to provide courteous customer service while handling sensitive or time-sensitive concerns.
• Strong verbal, written, and listening skills.
• Demonstrated ability to document cases and update records with accuracy.
• Ability to adapt to fluctuating workload, including high call volumes.
• U.S. citizenship and ability to obtain Public Trust suitability.

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.

Skills

Verbal communication

Written communication

Listening skills

Attention to detail

Customer service

High-volume support

Education

High school diploma or GED

Job description

ASM Research, An Accenture Federal Services Company is seeking a seasonal Participant Services Representative I to provide routine, high-volume customer support via phone, email, web chat, and back-office processing. This remote role includes inbound and outbound contacts and adherence to SLAs.

Responsibilities include processing origination and disbursement transactions, researching issues, documenting interactions, and ensuring accuracy under periods of high call volume, with potential end