Customer Service Representative, USDS - Missouri Higher Education Loan Authority

We're expanding our team and seeking individuals with excellent communication skills and a passion for helping others!

WHO WE ARE:

At MOHELA we are a nationally recognized nonprofit organization with over 40 years of experience in student loan servicing and higher education financing. Since our establishment in 1981, we have been dedicated to providing world-class customer service to our borrowers, understanding the unique challenges that come with financing higher education.

WHAT WE OFFER:

• Competitive Salary: We value your skills and experience and offer a compensation package that reflects that.

• Comprehensive Benefits Package: Our benefits include medical, dental, and vision coverage, with elected benefits starting on the 1st of the month following enrollment.

• Generous Paid Time Off: We understand the importance of work-life balance, which is why we offer generous vacation and paid-time-off policies.

• Life Insurance and Short-Term Disability Coverage: We provide essential coverage to ensure your peace of mind.

• 401(k) Plan: Take advantage of our 401(k) plan with a dollar-for-dollar match up to 8% of your salary after 6 months of service.

• Tuition Reimbursement: Invest in your education with our tuition reimbursement program available after 3 months of employment.

• Dependent Child College Tuition Reimbursement: We support the educational goals of your family as well.

• Public Service Loan Forgiveness (PSLF) Eligibility: Our organization qualifies for the PSLF program through the U.S. Department of Education.

• Paid Holidays and Personal Days: Enjoy 7 paid holidays and 4 paid personal holidays each year.

• Employee Assistance Program: Access support for personal and professional challenges.

• Local Employee Discounts and Pet Insurance: Enjoy additional perks that enhance your lifestyle.

JOB DESCRIPTION:

As a Customer Service Representative, you’ll play a critical role in assisting our customers as they navigate successful management and repayment of their loans. By speaking with our customers on inbound and outbound calls, email, chat, SMS, and/or back-office processing, you will be the voice of MOHELA. We are seeking a friendly and professional individual to guide our customers through their options to achieve account resolution while providing them with support that is easy and reliable.

Essential Job Functions:

• Professionalism and Engagement: Consistently demonstrate characteristics of respect and professionalism including but not limited to conduct, image and attitude, accountability, and in all communications. Be present, engaged and self-motivated. Commit to the goals and values of the company. Actively take an interest to improve through self-development and implementation of feedback.

• Customer Service Skills: Consistently represent MOHELA, client, and/or contractor in a professional, confident, and courteous manner and tone. Demonstrate active listening and research skills and patience during all interactions and provide empathy when responding to sensitive situations. As necessary, demonstrate de-escalation skills. Consistently handle all inquiries, following procedures and policy while meeting or exceeding quality and productivity expectations.

• Efficiency and Productivity: Consistently perform efficient handling of all inquiries to achieve maximum productivity. Apply swift system navigation, maintain call control (applicable for calls only), access tools, successfully complete training certification and ongoing training, and proficiently use reference material to meet or exceed productivity and quality standards. Must meet the expectations set forth by the Customer Service Representative (CSR) scorecard, and/or key metrics, productivity expectations and other requirements as communicated.

• Accuracy, Policies and Procedures: Consistently follow all procedures and policies, including but not limited to security, compliance, training, and protocols. Accurately provide and document information when processing all inquiries.

• Correspondence: Draft in depth, grammatically correct, well-written, and organized responses to borrower inquiries and statements via all prescribed written communication channels.

• Analysis: Effectively research, navigate and analyze account information leveraging multiple systems, tools and solutions. Complete requests based upon established policies and procedures in accordance with established approved contractual guidelines. Complete processes within defined turnaround times.

• Quality Assurance: Must meet Quality Assurance standards as applicable for each type of inquiry completed.

• Attendance: Reliability is critical.Must meet the expectations set forth in the Contact Center Attendance Expectations.

• Other duties as assigned- As needed, perform other duties as assigned.

JOB DETAILS:

• Work Type: Hybrid – Work performed in this role is remote; however, to support the onsite requirement to gain Federal 5C Security Clearance and obtain the required PIV Card and computer equipment, applicants must live within 1 hour of one of our three physical locations:

  • St. Louis, MO
  • Columbia, MO
  • Harrisburg, PA

• Compensation:This position offers $18 per hour during the training period, with an increase to $19 per hour upon successful completion of training. A full benefits package is included, and bilingual candidates in Spanish and English may qualify for an additional $1 per hour bonus.

SCHEDULE AND TRAINING:

New Hires will be well-trained to understand federal policies and regulations while learning how to offer a personalized interaction to meet the unique needs of each student loan borrower serviced.

• Must be able to fully attend and complete training
• Must be able to work scheduled hours, which may include mandatory overtime
• Training hours are Monday-Friday, 8AM-5PM CST (training period is 5 weeks)
• Schedule after training:
  • Monday, 11AM-8PM CST
  • Tuesday and Wednesday, 10AM-7PM CST
  • Thursday and Friday, 8AM-5PM CST
  • *Potential for future opportunity to participate in shift bid for hours that fall within current hours of operation: Mon 7AM-8PM, Tues/Weds 7AM-7PM, Thurs/Fri 7AM-5PM
• At times, business needs may not allow for much notice resulting in staying late, shortening lunches to 30 minutes, coming in early the next day, or some Saturday mornings.
• Start date determined after 5C Federal Public Clearance obtained.

OFFICE AND TECHNOLOGY REQUIREMENTS:

MOHELA will provide all hardware and software. Qualified candidates must secure the following to successfully execute job responsibilities:

• Reliable high-speed internet – Minimum of 100mbps download speed, 10mbps upload speed, and latency less than 25-50ms.
• An Ethernet cord will be provided to you when you pick up your equipment. You must have the capability for a wired internet connection by connecting an Ethernet cord into your server from the router/modem. (Note: WiFi is not compatible with our systems.)
• Ability to pick up computer equipment from one of three MOHELA locations listed above.
• Private workspace or home office free from distractions

MINIMUM REQUIREMENTS:

• High School Diploma, or equivalent
• Availability: Contact Center Hours + Position may require significant overtime (over 40 hours of work completed per week), and/or nights and weekends, and/or flexible schedule.
• Meet all office and technology requirements, including location requirement
• Must not be in default on any federal loans that are guaranteed by the federal government (typically 270 days past due)
• Must be able to obtain a Federal 5C Security Clearance before start
• Strong Verbal and Written Communication skills
• Excellent Customer Service Soft Skills and ability to translate complicated information to customer
• Effective and efficient time management, keyboarding, data entry, system navigation and multi-tasking skills
• Strong attention to detail with ability to access and understand complex information quickly
• Highly productive and self-motivated

PREFERRED QUALIFICATIONS:

• Bachelor's Degree
• Contact Center or Customer Service Experience