Customer Service Representative- SA 07/31/2026

Currently this remote position is open to residents of: Lubbock County, TX; Montgomery County, TN; Trigg County, KY; Christian County, KY.

About the Role

The Customer Service Representative I will answer inbound telephone calls to assist borrowers in managing their student loans and answering all questions while adhering to all Federal, State, and local laws and regulations as well as company policies and procedures. The role requires flexibility as you may be moved to new areas of the student loan program.

Responsibilities

• Primarily take inbound calls from borrowers, answering questions and counseling on options such as deferring payments, loan forgiveness, income-driven repayment plans, or standard repayment options.
• Understand and communicate different deferment and forbearance types, ensuring borrowers are aware of their eligibility and remaining months available.
• Collect information from borrowers to determine the best guidance for resolving their issues.
• Work with student loan borrowers, client representatives, and Federal Student Aid.
• Independently solve borrower issues, escalating to a supervisor when necessary.
• Establish professional relationships with internal and external customers.
• Provide customer service that exceeds borrower and client expectations.
• Treat all customers and team members with dignity and respect.
• Maintain professional relationships with team members and department contacts.
• Be prompt and ready to work at your assigned time, returning from breaks and lunch on time.
• Make all necessary updates in the system, including:
  • Accurately documenting accounts.
  • Updating addresses, contact numbers, and emails (marking verified where necessary).
• Maintain an up-to-date working knowledge of company and departmental policies.
• Maintain a secure work environment with no distractions or noise that would interfere with telephone duties.
• Must remain in a stationary seated position up to 85% of the work shift.

Requirements

• High School Diploma.
• Call center experience preferred, but not required.
• Student loan knowledge preferred.
• Basic knowledge of MS Word and Excel.
• Previous experience working and entering information into systems.
• Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
• Very extensive background check required.