A Customer Service Representative II on the client contract is expected to provide knowledgeable, courteous, and professional assistance to escalated and other priority telephone inquiries. A Customer Service Representative III is familiar with all resources that support all operations.

 This is a specialist level position responsible for disseminating information and providing assistance for areas to include some of or all of the following areas:

• Take calls or processing within all CSR I and II areas noted below in addition to escalation calls from lower level agents
  • Process Credit Bureau Requests utilizing writing standard process and procedures within the knowledge base
  • Taking payment calls and notating the account regarding the payment utilizing the knowledge base
  • Addressing calls regarding default resolutions, repayments and Treasury Offset utilizing the knowledge base
  • Take all calls and provide general guidance in the English General Queue utilizing the knowledge base
  • Answer Snap Shot Call Type borrower inquires utilizing the knowledge base
  • Answer NSLDS Call Type borrower inquires utilizing the knowledge base
  • Answer Wage Garnishment and Social Security Administration Offset borrower inquires utilizing the knowledge base
• Answer escalated calls from borrowers looking to speak to a senior agent
• Deescalate calls coming in from an irate borrower or address threatening callers

Bilingual speak Spanish fluently.

Required Skills Required Experience