Customer Service Specialist

Key Responsibilities

• Perform routine inbound and outbound call, email, web chat, and back-office services in accordance with program guidelines and SLAs.
• Support customers in submitting and processing origination and disbursement transactions, or create and submit transactions on behalf of customers.
• Assist customers with award origination and disbursement processing, including identifying and resolving related processing issues.
• Conduct outreach to customers to resolve batch edits and errors, missing documents and signature pages, and data corrections.
• Provide monitoring support and outreach for batch processing issues, edit code rejects, follow-up items, and other issues as requested.
• Log new cases and update existing cases for each phone, email, or web chat communication using a web-based agent desktop application.
• Manually link and unlink award records and promissory or agreement-to-serve notes in accordance with established procedures.
• Analyze borrower data integrity situations identified by the customer and support resolution of data discrepancies.
• Research and confirm processing status of data such as promissory notes, batch status, entrance and exit counseling, borrower records, grant recipient records, and borrower-servicer information.
• Execute all support services in compliance with published processing requirements, program guidelines, and internal quality expectations.

Required Qualifications

• A High School Diploma or GED.
• 0-2 years of call center experience, customer service or public relations experience.
• Ability to successfully adapt and perform during times 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 information provided by customers.
• Keen attention to detail and accuracy in documentation and transaction processing.
• Ability to work well under pressure while maintaining professionalism and service quality.
• Demonstrated dedication to customer satisfaction and resolving customer concerns.
• Ability to convey enthusiasm, energy, and sincerity over the phone.
• Ability to obtain and maintain a Public Trust clearance and investigation.
• Ability to work onsite at the specified San Antonio, TX location and reside within 90 miles.
• Availability to work Monday-Friday, 8:00 a.m. to 5:00 p.m. CST, with overtime as needed to clear calls from the queue.

Preferred Qualifications

• Prior experience in a high-volume contact center supporting phone, email, chat, and paper-based customer interactions.
• Experience using web-based agent desktop or case management tools to document and track customer contacts.
• Experience supporting transaction-based processing environments with batch edits, error resolution, and data correction activities.
• Exposure to working in a regulated or compliance-driven customer service environment.
• Demonstrated ability to build rapport quickly and maintain a calm, professional, and service-oriented approach with customers.