Customer Service Representative
A Customer Service Representative Agent on the Debt Management and Collection System (DMCS) contract in Jacksonville, FL is expected to provide knowledgeable responses to telephone inquiries in a courteous and professional manner. A Customer Service Representative I-A Agent is familiar with all resources available to successfully complete the work as described below. This is an entry level position responsible for disseminating information and providing assistance for areas to include some of or all of the following areas:
- Process Credit Bureau Requests utilizing writing standard process and procedures within the knowledgebase
- Taking payment calls and notating the account regarding the payment utilizing the knowledgebase
- Addressing calls regarding default resolutions, repayments and Treasury Offset Process utilizing the knowledgebase
- The Customer Service Representative I-A must be able to evaluate the call in order to know when to transfer the caller to a Customer Service Representative II.
- Provide knowledgeable responses to telephone inquiries in a courteous and professional manner utilizing the provided knowledge base
- 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
- Adhere to the Privacy Act as it relates to the confidentiality of information received
- Provide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing the knowledgebase provided to answer borrower inquires.
- Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training.
- Follow established and documented policies and standard operating procedures such as filling out their own timesheets, adhering to privacy rules and responding to numerous phone inquiries.
- Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.
- Refer calls as required to Customer Service Representative II.
- 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 knowledgebase and policy and procedure materials 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 required
- Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
- Must be able to type a minimum of 23 WPM
- Proven ability to work as a member of a team is required
- PC skills, including MS Office applications, required
- Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required GDIT employee training
- Applicants must not be in default status on a federal student loan
- Federal security clearance (through the DMCS contract) required
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.
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. Headquartered in Fairfax, Va., with major offices 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.