Customer Service Representative

3 weeks ago

San Angelo, United States HS Financial Group LLC Full time

Customer Service Representative Position Type: SCA Non-Exempt Hourly Rate: $17.20 per hour plus $4.57 per hour in H&W (H&W is paid up to 40 hours per week) Start Date: Determined after Security Clearance is granted. Location: Remote Position but must be within 1 hour of San Angelo location Degree Required: HS Diploma/GED This is a great opportunity to join our HS Financial Group, LLC (HSF) family. We have an immediate need to fill several Customer Service Representatives to work remotely (may change in the future ) . You will be responsible for assisting customers who call in asking questions about their student loans. We are looking for individuals who are enthusiastic, coachable, professional, ethical, and flexible. To be successful in this position you must enjoy interacting with the customers and also know how to use a combination of phone and email skills to communicate effectively. Our Management Team is in place to motivate, encourage, and support you to become the best Customer Service Representative you can be. HS Financial Group, LLC offers competitive base salaries and benefits. HSF acknowledges our staff as our most important asset, treating employees fairly and fostering a family-oriented feel. Come grow with us Position Description HS Financial Group is seeking motivated Customer Service Representatives who live within 1 hour of the San Angelo, Texas area. Bilingual (Spanish speaking) agents are needed. Candidates selected will be assisting customers in answering their student loan questions and provide account resolution while adhering to all Federal, State, and local laws and regulations as well as company policies and procedures. While this is a work-from-home position at this time, you will likely be required to work from the office in the future. You will be provided a computer, monitor, and headset to use at home. You must have a stable internet connection minimum requirement 20 MB and 8MB upload speed. Must have a location free from distractions during working hours. WIFI is not permitted. Training: Must be able to attend and complete training Hours of training are 8 am- 5 pm CST, Monday- Friday Hours after training: Monday-Friday: 8AM-11 PM EST (During peak times shifts may end at midnight) Saturday- 9 AM- 1 PM EST At times, business needs may not allow for much notice resulting in staying late, shortening lunches to 30 minutes, coming in early the next day , or Saturday/Sunday shifts. Must be able to work your assigned schedules hours, which may include mandatory overtime. Please not the shift and department changes are possible based on needs of the company. Essential Functions Tasks and Responsibilities The candidate will learn four different systems. Representatives will be primarily taking inbound calls and listening to the customer in where they are in the life of the loan. Respond to emails and chat Information gathered determines how to best guide the customer in assisting them to resolve their problem. You will work with the student loan borrower, Department of Education Ombudsman office, Office of Inspector General, Colleges, Servicers, and Collection agencies. Independently solve customer issues escalating to supervisor any situation outside the employee’s control Establish professional relationships with internal/external customers Provide customer service that exceeds customer expectations Treat all internal/external customers and team members with dignity/respect Establish and maintain a professional relationship with team members and department contacts. You must be ready to work at your desk at your assigned time Nonessential Functions Tasks and Responsibilities Perform other related duties as assigned Reporting Relationships Supervisor: As Assigned Subordinate(s): None Success Factors/Job Competencies Good oral and written communication skills Understand and carry out oral and written instructions Problem resolution skills Attention to detail Proper telephone etiquette Modern office procedures, products, and computer equipment Principles and practices of customer service Departmental policies and procedures Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Classification Non-Exempt SCA Administrative Support Benefits Medical, Dental, Vision, Life Insurance, Short Term, and Long-Term Disability, Vacation, Sick Time, 11 Paid Holidays, 401(k). As well as Health and Welfare Pay equivalent to $4.57 for every hour paid (not to exceed 40 hours in a work-week). Notice HS Financial Group, LLC is an EEO/AA Employer Female/Minority/Protected Veterans/Individuals with Disabilities HS Financial Group, LLC is a VEVRAA Federal Contractor and this is a priority Referral of Protected Veterans Minimum Qualifications High School Diploma or GED Ability to successfully complete and pass the training program Clean background for Security Clearance check Must not have any defaulted student loans Must be a US citizen One year of customer service experience preferred Previous experience working and entering information into systems #J-18808-Ljbffr

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