This position is responsible for providing accurate, clear, and concise responses to incoming student loan customer calls, with a focus on providing world class customer satisfaction and first call resolution. This position should display a strong working knowledge of multiple loan programs which includes understanding the complex rules and regulations pertaining to student loan servicing. The Customer Service Representative will counsel customers on the various repayment options and programs available to them throughout the life cycle of the loan. This position also performs outbound dialer calls relating to the servicing and collection of student loans which would include collecting and negotiating payment arrangements, processing phone payments, providing general account information and assistance, as well as counseling customers with respect to available repayment and deferment options to resolve their delinquent status.
Qualified candidate will have a minimum high school diploma or equivalent and at least one year of customer service or collection call center experience preferred; must be able to work hours as posted. Experience or knowledge in the student loan industry a plus; Strong verbal and written communication skills, with the ability to communicate in a clear and concise manner; Demonstrated ability to listen and “hear” the customer’s concerns so that the appropriate response is given; Must be customer focused and service oriented; Must learn and maintain an in depth understanding of student loan servicing processes; Ability to handle a high volume of calls and work effectively and independently in a fast paced, results oriented environment; Proficient computer skills with a speed of at least 40 WPM. Experience in Word, Excel or similar software programs; Ability to pass criminal and credit background checks and pass federal security requirements.
SCSL is an Equal Opportunity Employer and does not discriminate on the basis of race, sex, color, religion, national origin, age, disability or veteran status in employment opportunities and benefits.
EmoticonEmoticon