Experienced Customer Service Representative – Federal Student Aid Loan Servicing

Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you have a knack for handling complex situations with ease and empathy? If so, we invite you to join blithequark, a leading provider of innovative business process management and technology solutions, as a Customer Service Representative in our Federal Student Aid Loan Servicing department. About blithequarkSince 1975, blithequark has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.With over 30,000 employees worldwide, blithequark is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore, and the United Kingdom. Our commitment to excellence and customer satisfaction has earned us a reputation as a trusted and reliable provider of innovative solutions. Job SummaryAs a Customer Service Representative in our Federal Student Aid Loan Servicing department, you will play a critical role in supporting the Department of Education by responding to incoming calls, emails, and chats, as well as making outbound calls regarding Federal Student Aid (FSA) Loan Servicing.You will utilize our comprehensive training program to develop the knowledge and skills necessary to provide exceptional customer service and resolve complex issues with ease. If you are a motivated and customer-focused individual who is passionate about making a difference in people's lives, we encourage you to apply for this exciting opportunity. Key Responsibilities* Respond to incoming calls, emails, and chats regarding Federal Student Aid (FSA) Loan Servicing* Make outbound calls to customers to resolve issues and provide information* Utilize available systems, knowledgebase, and standard technology to respond to inquiries and perform job duties* Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests* Use computerized systems for tracking, information gathering, and/or troubleshooting* Support Contact Center expectations as well as departmental and corporate policies and procedures* Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks* Assist with Credit Bureau Requests utilizing established processes and procedures* Refer escalated calls or inquiries to appropriate levels as neededEssential Qualifications* High School diploma or GED equivalent required* 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 neededPreferred Qualifications* Previous experience in a call center or customer service environment* Knowledge of student financial services and loan servicing* Experience with computerized systems and software applications* Strong problem-solving and analytical skills* Ability to work in a fast-paced environment and meet productivity standards* Excellent communication and interpersonal skillsSkills and Competencies* Strong customer service skills and ability to resolve complex issues* Excellent communication and interpersonal skills* Ability to work in a fast-paced environment and meet productivity standards* Strong problem-solving and analytical skills* Ability to learn and adapt to new systems and software applications* Strong organizational and time management skills* Ability to work independently and as part of a teamCareer Growth Opportunities and Learning BenefitsAt blithequark, we are committed to providing our employees with opportunities for growth and development.As a Customer Service Representative, you will have access to comprehensive training programs, including paid training and ongoing professional development opportunities. You will also have the opportunity to work with a diverse team of professionals who share your passion for delivering exceptional customer service. Work Environment and Company CultureOur work environment is fast-paced and dynamic, with a focus on delivering exceptional customer service and resolving complex issues. We are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion.Our company culture is built on the principles of teamwork, innovation, and customer satisfaction. Compensation, Perks, and Benefits* Competitive pay rate based on the county in which you live* Additional bonuses available* Paid training* The opportunity to work from the comfort of your home* Supportive environment with peers who share your passion for improving people's lives* A career path that unfolds based on how you want to grow within the companyIf you are a motivated and customer-focused individual who is passionate about making a difference in people's lives, we encourage you to apply for this exciting opportunity.Please apply including your resume and cover letter, to our online application system. We look forward to hearing from you! Equal Employment Opportunityblithequark is an Affirmative Action/Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment that values diversity, equity, and inclusion. We welcome applications from qualified candidates who share our commitment to excellence and customer satisfaction. Pay TransparencyThe typical salary range of candidates hired is based on the local market.Compensation shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Remote Work OpportunityThis is a remote position, but you must live within 1 hour of Jacksonville, FL and be willing to work onsite for up to one week. You will be required to 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.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