Customer Care Specialist - Wilkes-Barre, PA

About the role

MOHELA is seeking Customer Care Specialists to provide exceptional service and support to customers. In this role, you’ll assist customers with managing and repaying their loans through inbound and outbound calls, helping them understand their options, and work toward successful account resolution.

Responsibilities

• Provide exceptional service and support to customers.
• Assist customers with managing and repaying loans via inbound and outbound calls.
• Help customers understand their repayment options.
• Work toward successful account resolution.

Requirements

• High school diploma, GED, or equivalent.
• At least 1 year of customer service experience (call center, student lending, or financial aid experience preferred; an associate or bachelor’s degree may substitute for the experience requirement).
• Demonstrated stable work history.
• Must live within 1 hour of Wilkes‑Barre, PA.
• Ability to fully participate in and attend the mandatory 5‑week training program.
• Ability to meet all office, technology, and onsite requirements, including:
• Reliable high‑speed internet (minimum 100 Mbps download, 10 Mbps upload, latency
• Hard‑wired connection to MOHELA‑provided equipment.
• Designated, quiet home workspace free from distractions.
• Ability to remain engaged at the workstation throughout the scheduled shift, except during standard breaks.
• Ability to report onsite as required and if any home internet or technical issues arise.
• Ability to download and use the required authenticator application.

Qualifications

• College degree preferred.

Skills

• Exceptional customer service and interpersonal skills; ability to maintain a positive, empathetic, timely, and professional approach.
• Excellent computer navigation skills, including multi‑tasking and use of dual monitors to toggle between screens and systems while speaking with customers.
• Ability to develop and maintain an in‑depth understanding of student loan servicing processing and to communicate program requirements clearly and concisely.

Benefits

• Full benefits package.