Experienced Customer Service Representative – Federal Student Loan Servicing

At arenaflex, we're committed to providing exceptional customer service to our clients, and we're seeking a highly skilled and dedicated Customer Service Representative to join our team. As a Customer Service Representative, you will play a critical role in providing efficient and accurate servicing of student loan inquiries, performing account updates, and helping customers establish personalized repayment plans that meet Federal and State regulations and comply with company policy.

About arenaflex

arenaflex is a leading provider of federal contract servicing for federal student loans. We're a professional, structured, and fast-paced environment that values exceptional customer service, quality, and security. Our team is dedicated to helping our customers achieve their financial goals, and we're committed to providing a supportive and inclusive work environment.

Job Summary

As a Customer Service Representative, you will be responsible for providing exceptional customer service while maintaining quality expectations for inbound and outbound customer interactions. You will work in a remote setting, using customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry. You will be trained to understand federal regulations and company policies, and you will be expected to provide efficient and accurate handling of inquiries regarding student loans, account updates, and repayment options.

Key Responsibilities

* Perform efficient and accurate handling of inquiries regarding student loans, account updates, and repayment options within policies and Federal and State regulations.

• Handle inbound/outbound customer calls in a highly productive call center environment while meeting quality assurance and key performance indicators.
• Provide assistance with completion of customer applications to meet the guidelines outlined in department procedures.
• Ensure the highest levels of privacy and security to protect the client, their customers, and business partners while providing exceptional customer service.
• Collaborate with internal teams to resolve customer issues and provide personalized solutions.
• Participate in ongoing training and professional development to stay up-to-date on federal regulations and company policies.

Essential Qualifications

* High School diploma or GED required

• 6 months of contact center or customer service experience in a business environment
• 6 months computer experience in a business environment
• Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C)
• Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
• Must be a US Citizen
• Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance
• Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance
• Qualified applicants must reside within a 75-mile radius of Augusta, GA

Preferred Qualifications

* Bachelor's degree

• Call Center experience
• 6 months of Microsoft Office (Outlook, Word, Excel, and OneNote) experience

Required Skills and Abilities

* Friendly and professional speaking voice and patient demeanor

• Outstanding attendance and punctuality
• Ability to provide excellent customer service
• Strong verbal and written communication skills
• Excellent time management and multi-tasking skills
• Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers)
• To qualify, an applicant must pass an online customer service assessment test
• Must possess reliable high-speed internet using a hard-wired ethernet connection
• Must possess reliable transportation, to a CRI facility, throughout the course of employment

Work Environment and Culture

As a remote employee, you will work from home and be expected to maintain a dedicated workspace. You will be provided with the necessary equipment and technology to perform your job duties. arenaflex values a diverse and inclusive work environment and is committed to providing equal opportunities for all employees.

Compensation and Benefits

* $17.75 per hour

• $4.57 per hour paid (capped at 40 hours per week) in Health and Welfare, which covers the full cost of employee-only medical, dental, and vision premiums
• Ongoing training and professional development opportunities
• Opportunities for career growth and advancement
• A supportive and inclusive work environment

Training and Onboarding

New hires will be trained to understand federal regulations and company policies and the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry. Employees must be fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks.

Contact Center Hours of Operation

* Monday: 8am-11pm EST

• Tuesday: 8am-8pm EST
• Wednesday: 8am-8pm EST
• Thursday: 8am-8pm EST
• Friday: 8am-8pm EST
• Saturday: 10am-2pm EST

How to Apply

If you're a motivated and customer-focused individual who is passionate about providing exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume, to our online application portal. We look forward to reviewing your application and discussing this opportunity further.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer, including veterans and individuals with disabilities. We are committed to providing a diverse and inclusive work environment and welcome applications from all qualified candidates.

Note

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company. Apply for this job