Bilingual CSR (REMOTE - MUST LIVE NEAR BROWNSVILLE TX) (Fort Pierce, FL)

Bilingual CSR (REMOTE - MUST LIVE NEAR BROWNSVILLE TX)

MUST LIVE WITHIN AN HOUR DRIVE OF BROWNSVILLE TX Summary Respond to incoming calls e-mails or chats regarding Federal Student Aid (FSA) Loan Servicing Answer inquiries and notate accounts regarding information provided and actions taken in response to those inquiries Support Contact Center expectations as well as departmental and corporate policies and procedures Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks Utilize available systems knowledgebase and standard technology such as telephone e-mail and web browser to respond to inquiries and perform job duties Refer escalated calls or inquiries to appropriate levels as needed Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests. Uses computerized system for tracking information gathering and or troubleshooting. May respond to customer inquiries by referring them to published materials secondary sources or more senior staff. Job Requirements High School diploma or GED required. Minimum six (6) months customer service or administrative or call center experience required. Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks. Must be able to work onsite and remote from your home. Must live within an hour of Brownsville TX Must be able to type a minimum of 23 WPM required. Must be able to effectively read a prepared written script out loud Must be able to perform repetitive actions. Proven ability to work as a member of a team required. PC skills including MS Office applications required. Applicant will be required by contract to undergo program update training as student financial assistance programs change as well as required employee training. May be required to work scheduled holidays overtime and weekends. Must be available to support all FSA programs via reassignment between programs (moving from one program to another) as needed. Must be able to speak read and write in English fluently. Must be able to certify in functions being trained. ADDITIONAL REQUIREMENTS AS PER CONTRACT CLIENT Must reside in the U.S. Must be a U.S. Citizen Must be able to pass a criminal background check Must not be delinquent or in default on any federal student loans Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education. Must have high speed internet (minimum of 25 mbps) and be able to connect an ethernet cable directly to the router (cannot connect via Wi-Fi) All new hires may be required to travel to company designated location to obtain a PIV (Personal Identity Verification) card. Essential Duties and Responsibilities Handles customer service inquiries and problems via the telephone recording consistent problem areas. May respond to e-mail inquiries. Customer service is the primary function. Calls are basic and routine. Uses computerized system for tracking information gathering and or troubleshooting. May respond to customer inquiries by referring them to published materials secondary sources or more senior staff. Minimum Requirements High School diploma or equivalent with 6 months of customer service experience.