Experienced Customer Service Representative – Federal Student Aid Loan Servicing

Join arenaflex in shaping the future of education and customer service

Are you passionate about delivering exceptional customer experiences and making a positive impact on people's lives? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? Look no further! arenaflex is seeking highly motivated and empathetic Customer Service Representatives to join our team in supporting the Department of Education's Federal Student Aid Loan Servicing program.

About arenaflex

arenaflex is a leading provider of innovative solutions and services to the public sector, dedicated to improving the lives of citizens through technology and expertise. Our team of passionate professionals is committed to delivering exceptional customer experiences, and we're excited to welcome like-minded individuals to our growing community.

The Role

As a Customer Service Representative with arenaflex, you will be the face of our organization, providing top-notch support to students, parents, and borrowers navigating the complexities of Federal Student Aid Loan Servicing. Your primary responsibilities will include:

• Responding to incoming calls, emails, and chats regarding Federal Student Aid Loan Servicing
• Utilizing our cutting-edge systems, knowledgebase, and standard technology to respond to inquiries and perform job duties
• Processing requests received via general correspondence and notating accounts regarding actions taken in response to those requests
• Using computerized systems for tracking, information gathering, and troubleshooting
• Supporting Contact Center expectations, as well as departmental and corporate policies and procedures
• Maintaining regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
• Assisting with Credit Bureau Requests utilizing established processes and procedures
• Referencing escalated calls or inquiries to appropriate levels as needed

What We Offer

* Competitive pay rate based on the county in which you live

• Additional bonuses available
• Paid training to ensure you're equipped with the knowledge and skills to excel in this role
• The opportunity to work from the comfort of your own home, with a supportive environment and peers who share your passion for improving people's lives
• A career path that unfolds based on your growth and development within the company
• Comprehensive benefits package, including medical, dental, and vision insurance
• Opportunities for professional growth and development, including training and education assistance
• A dynamic and inclusive work environment that values diversity, equity, and inclusion

Requirements

* High School diploma or equivalent with 6 months of customer service experience

• Minimum six (6) months customer service or administrative or call center experience required
• Must be able to speak, read, and write in English fluently
• Basic math and PC skills, including MS Office applications, required
• Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
• Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
• Regular and predictable attendance is required
• Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed

Additional Requirements

* Must reside in the U.S. and be a U.S. citizen

• Must be able to pass a criminal background check
• May be required to work scheduled holidays, overtime, and weekends
• Must be able to effectively read a prepared/written script out loud
• Cannot be in default on any federal student loans
• Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.
• Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. New and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by arenaflex.

Home Office Requirements

* Internet speed of 25 mbps or higher required (you can test this by going to www.speedtest.net)

• Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
• Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source
• All equipment will need to be picked up in our Jacksonville, FL office

Why arenaflex?

* arenaflex is a leader in the public sector, with a reputation for delivering exceptional customer experiences and innovative solutions

• Our team is passionate about making a positive impact on people's lives, and we're committed to creating a supportive and inclusive work environment
• We offer competitive pay and benefits, as well as opportunities for professional growth and development
• arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion

How to Apply

If you're a motivated and empathetic individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application, and join our team in shaping the future of education and customer service. Apply Now!

Equal Employment Opportunity

arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from diverse candidates, including those with disabilities, veterans, and members of underrepresented communities. arenaflex is an Affirmative Action/Equal Opportunity Employer. Apply for this job