Loretta James

• Answered customer inquiries and provided accurate information regarding products and services.
• Resolved service requests by individually troubleshooting and addressing user issues.

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).

- Calls are basic and routine.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.

- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

- Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing

- Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser 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 system 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 needed

- 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