Customer Service Representative I - DMCS

Coralville, IA
Mar 09, 2017
Mar 22, 2017
Customer Service
Full Time
General Dynamics is currently looking for Customer Service Representatives to join our team in Coralville, Iowa.  The Customer Service Representative on the Debt Management and Collection System (DMCS) contract is expected to provide knowledgeable responses to telephone inquiries in a courteous and professional manner.  Customer Service Representatives are required to be familiar with resources and tools that will ensure the customer service work is completed timely while providing a best in class customer experience. 



  •  Provide knowledgeable responses to telephone inquiries in a courteous and professional manner
  • Maintain a current understanding of the processing procedures to respond to a variety of phone inquiries
  • Adhere to GDIT’s Culture of Responsibility policies as they relates to protecting personally identifiable information
  • Continually look for and suggest process improvements which will benefit GDIT and our customers (internal and external)
  • Maintain up-to-date knowledge of federal regulations and policies as they apply to student financial aid
  • Provide assistance for new and temporary employees as instructed
  • Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
  • Assist with correspondence unit tasks as requested
  • If assigned to correspondence, complete borrower credit bureau updates, form processing, and sorting
  • Support the implementation of new procedures and processes
  • Report operation problems that occur and assist with the resolution
  • Utilize databases and policy and procedure materials to look up and provide information to telephone inquiries
  • Adhere to and support departmental metrics and goals
  • Adhere to assigned work schedule
  • Maintain appropriate documentation of phone inquiries or correspondence tasks
  • Follow GDIT Mission and Values
  • Support contact center expectations as well as departmental and corporate policies and procedures
  • May be required to work scheduled holidays, overtime, and Saturdays
  • Perform other related duties as assigned
  • Regular and Predictable Attendance is required
  • Requires a High School Diploma or GED.
    Minimum six months customer service or administrative or call center experience requiredMust have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasksMust be able to type a minimum of 20 WPMProven ability to work as a member of a team is requiredPC skills, including MS Office applications, requiredApplicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required GDIT employee trainingApplicants must not be in default status on a federal student loanFederal security clearance (through the DMCS contract) required

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.


GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.