Customer Service Representative – Dept. of Education (Remote) Details

Customer Service Representative – Dept. of Education (Remote)

MAXIMUS - Blythewood, SC

Employment Type : Full-Time

Job Introduction: Maximus is currently looking for Customer Service Representatives to support the Department of Education. The primary responsibilities will be to respond to incoming calls or chats as well as make outbound calls 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.

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  As a federal contractor, Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force’s COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors. In light of these requirements, all employees will eventually need to be fully vaccinated as a condition of employment and new hires/employees will be required to provide proof of vaccination.

Training Schedule: Must be able to attend 4 weeks of Training (Remotely – from Home), Monday – Friday, 9am-5:30pm ET. No time off is permitted during training. Upon completion of training your work schedule will be assigned to you.Education and Experience Requirements:

Pay and Benefits:

• Base rate = $12.93/hour
• Plus an additional $4.54/hr for health and wellness benefits
• Additional bonuses available
• Paid training
• The opportunity to work from the comfort of your home
• A supportive environment with peers who share your passion for improving people’s lives
• A career path that unfolds based on how you want to grow within the company

Primary Responsibilities:

• Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
• Answer inquiries and notate accounts regarding information provided and actions taken in response to those inquiries
• Make outbound calls to follow up with customers to clarify information or provide account updates
• Process Credit Bureau Requests utilizing established processes and procedures
• 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

Job Requirements:

• High School diploma or GED required
• Minimum six (6) months customer service, administrative or call center experience required
• Must be able to speak, read and write in English fluently
• Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
• Must be able to use basic math skills
• 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
• Must be reliable and maintain an acceptable attendance and punctuality record
• Must be available to support all FSA programs via reassignment between programs (moving from one program to another), as needed

Additional Requirements as per contract/client:

• Must be able to effectively read a prepared / written script out loud
• Must be a U.S. citizen
• Must currently 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:

• 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
• All equipment will be shipped to you (Computer & Headset)

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MAXIMUS Introduction: Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People®, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. With approximately 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. Launch your career with Maximus through one of our dynamic customer service centers.EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We are proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.