[Remote] Customer Support Specialist (remote)

Note: The job is a remote job and is open to candidates in USA. Central Research, Inc. (CRI) is hiring Customer Support Specialists to perform contact center support for our federal contract servicing federal student loans. The role involves reviewing customer applications, handling correspondence requests, and ensuring compliance with federal and state regulations while providing exceptional customer service.

Responsibilities

• Review customer applications for various student loan programs for completion and accuracy
• Handling of processing, reporting and correspondence requests regarding student loans and performs appropriate account updates/changes
• Adhering to applicable client requirements, policies, and Federal and State regulations
• Completes tasks in a highly productive data entry/processing environment while meeting quality assurance and key performance and department procedure expectations
• Utilizes internal and external systems to complete requests received from sources including but not limited to correspondence/documents, internal reports and file transmissions received from education servicing institutions and credit reporting agencies
• Proper servicing of borrower accounts through the processing and completion of internal requests via IDQ (intra-department queues) and e-mail requests from internal departments and Customer Service Representatives
• Ensures the highest levels of privacy and security to protect our customers and business partners while providing exceptional customer service
• Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns
• Report any compliance issues to leadership
• Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations
• Demonstrate reliability through attendance and promptness

Skills

• High School diploma required
• 12 months experience in administrative support
• 12 months computer experience in a business environment
• Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows: Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due), Must be a US Citizen, Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance, Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance
• Qualified applicants must reside within a 75-mile radius of Hendersonville, TN or Lowell, AR
• Current CRI employees or employees of subcontractors are not eligible to apply
• Bachelor's degree
• 12 months of experience working on a student loan contract
• 12 months of experience working in a Call Center
• 12 months of experience with Microsoft Office (Outlook, Word, Excel, and OneNote)
• Experience reviewing contracts and application documents for completion and accuracy

Benefits

• $4.93 per hour paid (capped at 40 hours per week) in Health and Welfare.
• This Health and Welfare will cover the full cost of employee-only medical, dental and vision premiums.

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