Transworld Systems Inc Hiring for Remote Customer Service – Student Loan Servicing at Atmore, AL Full Time

JOB PURPOSE AND SUMMARY

This role is responsible for providing basic and routine responses to customer contact and processing changes to customer accounts. Interactions with customers are based on company policy, but may require limited interpretation of policies to meet customer needs and a positive customer experience. Interactions with customers may be through telephone, email, chat or written communications.

PRIMARY DUTIES AND RESPONSIBILITES

Phones and Processing

• Provide quality customer service and accurate information to callers.
• Answer incoming calls and respond to customer questions and requests.
• Make outbound calls to follow up with customers to clarify information or provide account updates.
• Address and resolve basic account questions by researching account details and making account edits per customer request.
• Compile and prepare information necessary to process adjustments to existing loans, new loans, or consolidation of loans.
• Revise and update account information such as demographics, enrollment status, repayment plans, and deferments/forbearances in accordance with the customer’s request and company policies and procedures.
• Document in the system the details of the contact with or action performed for a customer. This can be phone contact, email, chat or a written request.
• Send proper documents and/or system-generated communications to borrowers, schools, institutions, or other parties based on requests.

QUALIFICATIONS

EDUCATION AND EXPERIENCE Minimum Qualifications: High school diploma or equivalent. Prior call center or customer service experience preferred. Equivalent combination of training and experience.

ESSENTIAL DUTIES AND RESPONSIBILITES

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

• Perform work required for this position in an office environment.
• Must be able to communicate effectively using a variety of methods including telephone, email, chat and written communication.
• Use the phone for the length of shift.
• Remain sedentary for extended periods of time.
• Must be able to use and maintain keyboarding skills.
• Must be able to use a personal computer.
• Must be able to use basic math skills.
• Must be able to use basic office equipment (fax machine, copier, telephone, printer, etc.)
• Must be able to work overtime as required.
• Must be able to have regular and predictable on-site attendance; highly interactive role.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to make adjustments, updates or corrections to accounts.
• Ability to communicate clearly and effectively.
• Ability to understand activity on loans, including but not limited to; accruing interest, deferment and forbearance, or the timing of payment posting.
• Ability to work effectively in a team environment.
• Ability to multi task.
• Ability to learn and understand Agency policies, procedures, and operations.
• Ability to use information systems and software.
• Ability to learn and understand the student lending industry.
• Ability to learn and understand internal and external borrower information systems.
• Ability to learn and apply appropriate Federal, Commonwealth or departmental procedures in order to provide effective customer service.

Reasonable Accommodation For Disability:

Any employee, who believes that a reasonable accommodation is required for purposes of federal or state disability law, is required to contact Human Resources Business Partner to begin the interactive exchange process

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