Call Center Agent (Remote)

Key Responsibilities

• Provide routine inbound call, outbound call, email, and web chat support to customers while delivering courteous, accurate, and timely service.
• Perform back-office support activities to assist Customer Service operations and program requirements.
• Support customers in submitting and processing origination and disbursement transactions, or create and submit transactions on behalf of the customer when required.
• Absorb and resolve processing errors in accordance with established program guidelines.
• Conduct customer outreach to support resolution of batch edits, processing errors, missing documents, missing signature pages, and data correction issues.
• Provide monitoring support and follow-up for batch processing issues, edit code rejects, and requested issue resolution activities.
• Log new cases and update existing cases to document each customer interaction conducted by phone, email, or web chat in the web-based agent desktop application.
• Perform the required manual process to link each phone communication to the appropriate open case.
• Perform manual linking and unlinking of award records and promissory notes or agreements to serve notes.
• Analyze COD borrower data integrity issues identified by the customer and support issue resolution activities.
• Research and confirm COD processing status for items such as promissory notes, batch status, entrance counseling, exit counseling, borrower information, grant recipient information, and borrower-servicer data.
• Execute all support services in compliance with customer processing requirements, published program guidelines, quality expectations, and service level agreements.

Required Qualifications

• US Citizen with a High school diploma or GED.
• 0 to 2 years of call center experience.
• 0 to 2 years of customer service, public relations, or related support experience.
• Ability to obtain and maintain a security clearance.
• Ability to adapt and perform successfully during periods of high call volume.
• Ability to provide effective customer service and interact tactfully and courteously with the public.
• Strong written and verbal communication skills.
• Strong listening skills with the ability to interpret and clarify customer-provided information.
• Strong commitment to providing quality service and resolving customer concerns.
• Ability to build and maintain positive working relationships and rapport with customers.
• Strong attention to detail and accuracy.
• Ability to work effectively under pressure.
• Ability to convey enthusiasm, energy, and sincerity over the phone.

Preferred Qualifications

• Experience supporting customers in a call center, contact center, help desk, or service operations environment.
• Familiarity with case logging, case updates, and web-based customer service applications.
• Experience supporting transaction processing, issue follow-up, or customer outreach activities.
• Exposure to batch processing support, data correction activities, or status research in a structured program environment.
• Experience working in an SLA-driven customer support setting.
• Associate degree or additional training in customer service, communications, business support, or a related field.