A Customer Service Representative I on the client contract is expected to provide knowledgeable, courteous, and professional assistance to escalated and other priority telephone inquiries.

• Provide knowledgeable responses to telephone inquiries in a courteous and professional manner utilizing the provided knowledge base
• Maintain a current understanding of the processing procedures to respond to a variety of phone inquiries
• Adhere to the Culture of Responsibility policies as they relate to protecting personally identifiable information
• Continually look for and suggest process improvements which will benefit our customers (internal and external)
• Maintain up-to-date knowledge of federal regulations and policies as they apply to student financial aid
• Provide assistance for new and temporary employees as instructed
• Adhere to the Privacy Act as it relates to the confidentiality of information received
• Provide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing the knowledge base provided to answer borrower inquires.
• Maintain a current understanding of the Program’s standard operating procedures, processes and Program policies as provided during training.
• Follow established and documented policies and standard operating procedures such as filling out their own time sheets, adhering to privacy rules and responding to numerous phone inquiries.
• Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.
• Refer calls as required to Tier 3 or 4.
• Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
• Assist with correspondence unit tasks as requested
• If assigned to correspondence, complete borrower credit bureau updates, form processing, and sorting
• Support the implementation of new procedures and processes
• Report operation problems that occur and assist with the resolution
• Utilize knowledge base and policy and procedure materials to provide information to telephone inquiries
• Adhere to and support departmental metrics and goals
• Adhere to assigned work schedule
• Maintain appropriate documentation of phone inquiries or correspondence tasks
• Support contact center expectations as well as departmental and corporate policies and procedures
• May be required to work scheduled holidays, overtime, and Saturdays
• Perform other related duties as assigned
• Regular and Predictable Attendance is Required
• Must be a US Citizen
• Must not have default student loans
• Cleared Credit History
• Able to pass MAXIMUS and Federal background

Bilingual speak Spanish fluently

Required Skills Required Experience

MINIMUM QUALIFICATIONS:

• 2+ years’ experience in Debt Collections
• Effective communication, negotiation, and problem-solving skills
• Ability to multi-task in a production driven environment
• Must be comfortable navigating between multiple computer screens and systems
• High School Diploma/GED required
• Must be 18 years of age or older

 THIS POSITION IS A REMOTE - WORK FROM HOME POSITION AND THE COMPANY DOES NOT PROVIDE EQUIPMENT.

YOU MUST MEET THE FOLLOWING EQUIPMENT REQUIREMENTS TO BE CONSIDERED FOR THE POSITION

EQUIPMENT REQUIREMENTS:

WIRED HIGH-SPEED INTERNET CONNECTION

• 10 Mbps download speed and at least 4 Mbps upload speed. 
• You can test your Internet speed by visiting speedtest.net
• Internet router- No WIFI

PERSONAL DESKTOP OR LAPTOP COMPUTER

• PC or Laptop running Window 10 or newer (Chromebooks and Macs are not acceptable.)
• Computer needs to be 2019 or newer to have acceptable processing speeds
• 8 Gb Memory
• 1 USB Type A 2.0 (Standard headset USB)
• Network Latency Max 250 MS latency max

HEADSET & WEBCAM

• Noise cancelling headset with USB Connection to computer
• Internal or External Web Camera

WORK AREA

• Must have a home office set up and ethernet cord you can connect to your computer.
• Quiet workspace free of background noise and distractions
• Private area acceptable for webcam use

SWC GROUP OFFERS: 

- Holiday and Vacation Plan

• Medical, Dental and Vision Insurance

- Life Insurance

• Short-Term and Long-Term Disability Plans

• HSA (Pre-tax) Savings Account

• 401(k) Plan with matching contribution

• Employee Referral Bonus

• Paid Training Program

WWW.SWCGROUP.COM

CLIENT REQUIREMENTS FOR THIS CAMPAIGN REQUIRE A CLEAN BACKGROUND CHECK AND A NEGATIVE DRUG TEST RESULT