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.

JOB SUMMARY

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.

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. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 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. For more information, visit https://www.maximus.com.

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

EEO STATEMENT

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're 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.

PAY TRANSPARENCY

The typical salary range of candidates hired is based on the local market. Compensation shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.