CW Call Center Representative
Job Purpose And Summary
PHEAA's American Education Services (AES) team is seeking qualified Call Center Representatives to help us make a difference in the lives of millions of students! It is our daily goal to meet our public service mission—creating affordable access to higher education. We take pride in educating borrowers on the long-term impact of student loan borrowing and their repayment options! This entry-level clerical wage position provides outstanding customer service to our student loan borrowers. Our dedicated Call Center Representatives provide a positive experience for all customers!
Primary Duties And Responsibilities
- Answer calls handling a variety of complex account issues with one or multiple customer support lines.
- Answer questions to identify the root cause of the call and research to resolve the customer inquiry upon first contact.
- Interact with customers based on federal and state regulations, PHEAA objectives, and department policies.
- Aid customers with troubleshooting online account issues and utilizing online tools that are available.
- Update customer and account information as needed.
- Handle difficult or escalated call types and assist with resolution.
- Counsel customers in achieving successful repayment of their student loans.
- This includes but is not limited to:
- Answering payment and billing inquiries
- Discussing repayment plan options and eligibility
- Payment alternatives
- Interest accrual
- Forgiveness programs
- Consolidation
Training Class Details
Our knowledgeable staff creates a comprehensive training program to ensure our team members are destined for success. Candidates must complete a 6-week training program that combines lecture and practice on live customer accounts and performs account adjustments. Due to the amount and complexity of information, time off will not be permitted during the training period. Successfully pass five training assessments with passing scores are required to continue through the full training program.