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CSR III Bilingual Tier 4

West Jacksonville, FL

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A Customer Service Representative is expected to provide knowledgeable responses to telephone inquiries in a courteous and professional manner. A Customer Service Representative is familiar with all resources available to successfully complete the work as described below.Responsibilities Taking payment calls and notating the account regarding the paymentProcess Credit Bureau Requests utilizing writing standard process and proceduresAddress calls regarding default resolutions, repayments and Treasury Offset Program (TOP)Answer Snap Shot Call Type borrower inquires utilizing the archived databaseAnswer inquiries from National Students Loan Data System (NSLDS) borrowersAnswer inquiries from borrowers with Wage and Social Security Benefit garnishmentsMaintain up-to-date knowledge of federal regulations, policies and procedures as they apply to student financial aidMaintain appropriate documentation of phone inquiriesUtilize available systems, knowledgebase and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties.Utilize the feedback tool to give and receive constructive feedback on call quality and department tasksRefer calls as required to Customer Service Supervisor as neededAnswer escalated calls from borrowers looking to speak to a senior staff memberDeescalate calls coming in from an irate borrower or address threatening callersAssist in monitoring calls and analyzing quality and recommend actions for improvement to Supervisor The Ideal Candidate will Possess the Following Additional Education and Experience High School diploma or equivalent requiredSome post-secondary education preferredMinimum twelve (12) months customer service, administrative or call center experience required Experience with student financial aid programs/debt collection programs required Ability to speak and read English and Spanish clearly, professionally, and fluentlyExperience working on DMCS contract or in similar customer service environment preferredMust have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasksMust be able to type a minimum of 23 WPM requiredAbility to utilize standard technology such as telephone, e-mail, and web browserProven ability to work as a member of a team requiredPC skills, including MS Office applications requiredApplicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee trainingMay be required to work scheduled holidays, overtime, and SaturdaysAdditional Requirements as per contract/client:Must be current on federal student loans or must not be delinquent on federal student loansFederal security clearance (through MAXIMUS Federal DMCS contract) required 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.,employmentType:FULL_TIME,title:CSR III Bilingual (Tier 4),url:****States,postalCode:}},hiringOrganization:{@type:Organization,name:**MEMBERS ONLY**SIGN UP NOW***.,logo:****Service,Engineering,Facilities,Finance,Management,Other,Program Management],industry:Accounting, Customer Service, Engineering, Facilities, Finance, Management, Other, Program Management} {@context:****III Bilingual (Tier 4)}}]}

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