Student Loan Client Support Representative-

2 weeks ago

Phoenix, United States Balance Full time

SUMMARY

The Student Loan Client Support Representative is the first point of contact for a client or network member contacting the CA DFPI Student Loan Network. This position requires a meticulous individual who can multi-task and interact engagingly with callers. This position handles incoming calls, the general student loan email inbox, and website chats, supports network counselors and clients and provides administrative support for the grant. This position is front-line triage and direction of callers to the network.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each of the essential duties listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Student Loan Queue

  • Provides frontline triage services.
  • Coordinate the intake and referral services for student loan borrowers.
  • Promptly answers incoming calls and emails from clients and network members and determines the nature of the problem or question to establish a course of action.
  • Provide education on student loan repayment options, including income-driven repayment plans, loan consolidation, and loan forgiveness programs.
  • Assist clients in understanding the implications of student loan default, delinquency, and rehabilitation.
  • Educate clients on the importance of timely payments and loan servicer communication.
  • Stay informed about changes in federal and private student loan regulations, policies, and programs, and communicate updates to clients as needed.
  • Collaborate with other financial coaches and counselors to integrate student loan counseling into broader financial wellness plans for clients.
  • Assist in collecting and aggregating reportable information across the network.
  • Maintain a comprehensive database to track network referrals.
  • Participate in training and professional development opportunities related to student loan counseling best practices and industry trends.

Administrative

  • Scheduleappointmentsforclients,confirmdailyappointments,andrescheduleappointmentsas
  • Follow thePhoneStatusPolicyandremainonavailablestatusduringtheworkday to respond to inbound and outbound call inquiries to answer questions, troubleshoot problems, provide information, deliver immediate counseling, and schedule appointments as needed.
  • Conductoutboundcallsforfollow-upand/or
  • Collect, track and report required data and input call and session notes for every client and interaction using the client management database; and

Knowledge, Skills, and Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required:

  • CUSTOMER SERVICE - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
  • INTERPERSONAL SKILLS - Demonstrates empathy, Focuses on solving conflict, not blaming or shaming; Maintains confidentiality; Listens to others without interruption; Keeps emotions under control.
  • ORAL COMMUNICATION - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
  • WRITTEN COMMUNICATION - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; is able to read and interpret written information.
  • TEAMWORK - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts team success above own interests.
  • ETHICS - Treats people with respect; Keeps commitments; Works ethically and with integrity; Upholds organizational values.
  • ORGANIZATIONAL SUPPORT - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Values and respects diversity.
  • PLANNING/ORGANIZING - Prioritizes and plans work activities; Uses time efficiently.
  • PROFESSIONALISM - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • ADAPTABILITY - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.
  • ATTENDANCE/PUNCTUALITY - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
  • DEPENDABILITY - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
  • INITIATIVE - Volunteers readily; Undertakes self-development activities; Asks for and offers help when needed. Interested in ongoing learning opportunities.
  • LANGUAGE - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to author reports and business correspondence. Effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • REASONING ABILITY - Ability to solve practical problems and deal with various concrete variables in situations with limited standardization. Ability to interpret various instructions furnished in written, oral, diagram, or schedule form.
  • COMPUTER - Knowledge of spreadsheets, word processing, and Internet research software. Proficiency in Microsoft Office Applications (Word, Excel, Access, Outlook, etc...).

Education and Experience

  • An associate degree is required, but a bachelor's degree is preferred.
  • A financial counseling certification is preferred (AFCP, NACC, CFP) .
  • One to two years of related experience and/or training (EAP, financial services, counseling, case management, banking, credit, and collection); or an equivalent combination of education and experience is preferred.

Other Skills

  • Bi-lingual capabilities preferred

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and talk or hear, communicate confidently over the telephone and in person with a keyboard and mouse, and view and read a computer monitor.


Work Environment

This is a remote position; the employee must have a private, quiet space where they can execute their responsibilities.


Hours: 9 AM - 6 PM PACIFIC Time.

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