Customer Service Specialist - PAS

Location
Coralville, IA
Posted
Jun 14, 2017
Closes
Jun 20, 2017
Function
Customer Service
Hours
Full Time
General Dynamics in Coralaville, IA is looking for a Customer Service Representative in the PAS/FSA ID program. The FSA ID, comprised of a user-selected username and password, provides the method by which students, parents, and borrowers authenticate their identity to access their federal student aid information. The FSA ID Help Desk assists students, parents, and borrowers to resolve issues regarding creation and use of FSA IDs.

 

JOB RESPONSIBILITIES:

  • Assist students, parents, and borrowers to resolve issues regarding creation and use of FSA IDs in a timely, courteous, and professional manner
  • Acquire and maintain an understanding of various Department of Education processes, procedures, and Web sites
  • Engage in active listening to diagnose problems, and use various reference sources to rapidly lead callers to problem resolution. Must also correctly determine when issue needs to be referred to tier 2/3 staff for resolution
  • Adhere to Privacy Act as it relates to confidentiality of information releases
Accurately and efficiently maintain all required call logs and phone documentation

  • Work overtime as needed
  • Perform other duties as assigned
  • Regular and Predictable Attendance is Required
Education
  • High School diploma or GED required
  • Bachelor's degree preferred
Qualifications
  • Minimum 1 year of customer service experience required
  • Previous experience working with student financial assistance programs strongly preferred
  • Experience supporting PCs running the Windows operating system and associated peripherals strongly preferred
  • Experience supporting Web-based applications strongly preferred
  • Ability to organize simultaneous tasks for individual assignments and maintain flexibility in work scheduling and assignments required
  • Must be a self-starter and have the ability to work successfully both in a team environment and independently
  • Excellent verbal and written communication skills and strong interpersonal skills required
  • Must have minimum typing speed of 20 WPM
  • Must not be in default on a Federal Student Loan
The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

Work may require some physical effort in the handling of light materials, boxes, or equipment.

 

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

 

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

  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.