Customer Service Representative - DMCS (Remote) (New York, NY)

Customer Service Representative - DMCS (Remote)

Job IntroductionMaximus is currently looking for Customer Service Representatives to support the Department of Education working on the DMCS (Debt Management and Collections System) program. The DMCS is the set of information technology systems and business processes that the U.S. Department of Education s Office of Federal Student Aid (FSA) uses to service defaulted Title IV federal student aid debt owed to the Department. The primary responsibilities will be to respond to incoming calls emails or chats regarding Federal Student Aid (FSA) Loan Servicing. To prepare you for this role Maximus provides paid comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism. Please note this is a work from home (remote) position but applicants must live within the Duval Nassau Clay Baker or St. John s County in Florida. All equipment must be picked up from our Jacksonville FL location.Pay and Benefits Base rate 14.05 Health and wellness benefit add on 4.60 hr Supportive work environment Many opportunities for promotion and career advancement into global company Job Description SummaryTake payment calls and notate the account regarding the payments Process Credit Bureau Requests utilizing writing standard process and procedures Address calls regarding default resolutions repayments and Treasury Offset Program (TOP) Support contact center expectations as well as departmental and corporate policies and procedures Maintain appropriate documentation of phone inquiries or correspondence tasks. 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 email and web browser to respond to inquiries and perform job duties Refer escalated calls to appropriate departments as needed Education and Experience RequirementsJob Requirements High School diploma or GED equivalent required Minimum six (6) months customer service administrative or call center experience required Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks Ability to type 23 words per minute required Ability to utilize standard technology such as telephone e-mail and web browser Proven ability to work as a member of a team required PC skills including experience with Microsoft Office applications required. Employees will be required by contract to undergo program update training as student financial assistance programs change as well as required employee training Additional Requirements as per contract client Must be a U.S. citizen and reside in the U.S 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 Home Office Requirements Remote position but must reside in one of the following counties Duval Nassau Clay Baker or St. Johns Florida All equipment will be provided by Maximus (laptop and headset) but must be picked up in our physical office at 1 Imeson Park Blvd. in Jacksonville FL prior to your start date Hardwired internet (ethernet) connection Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net) Private work area and adequate power source