Maximus is looking for Remote Bilingual CSR III's to support the DMCS Program under the Department of Education portfolio. The Customer Service Representative is expected to provide knowledgeable responses to telephone inquiries in a courteous and professional manner and is familiar with all resources available to successfully complete their tasks.
Essential Duties and Responsibilities:
- Handles more complex customer service inquiries and problems via the telephone, recording consistent problem areas.
- May respond to e-mail inquiries.
- Customer service is the primary function.
- Calls are non-routine and require deviation from standard screens, scripts, and procedures.
- Handles situations which may require adaptation of response or extensive research according to customer response.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- May handle escalated and unresolved calls from less experienced representatives.
- Take payment calls and notating the account regarding the payment
- Process Credit Bureau Requests utilizing writing standard process and procedures
- Address calls regarding default resolutions, repayments and Treasury Offset Program (TOP)
- Maintain up-to-date knowledge of federal regulations, policies and procedures as they apply to student financial aid
- Maintain appropriate documentation of phone inquiries
- Utilize available systems, knowledgebase and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties.
- Refer calls as required to Customer Service Supervisor as needed
- Answer escalated calls from borrowers looking to speak to a senior staff member
- Deescalate calls coming in from an irate borrower or address threatening callers
- Bilingual English and Spanish required
Additional Requirements Per Client:
- FSA Department of Education experience preferred
- Must reside in the U.S.
- Must be a U.S. citizen.
- Must be able to pass a criminal background check.
- Must not be delinquent or 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.
Home Office Requirements:
- Hardwired internet (ethernet) connection
- Internet download speed of 20mbps or higher req
Minimum Requirements
- High School diploma or equivalent with 12 months of customer service experience.- May have additional training or education in area of specialization.
EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
Minimum Salary
$ 21.00
Maximum Salary
$ 25.00
