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 knowledgebaseTaking payment calls and notating the account regarding the payment utilizing the knowledgebaseAddressing calls regarding default resolutions, repayments and Treasury Offset Process utilizing the knowledgebaseThe 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 baseMaintain a current understanding of the processing procedures to respond to a variety of phone inquiriesAdhere to GDIT’s Culture of Responsibility policies as they relates to protecting personally identifiable informationContinually 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 aidProvide assistance for new and temporary employees as instructedAdhere to the Privacy Act as it relates to the confidentiality of information receivedProvide 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 tasksAssist with correspondence unit tasks as requestedIf assigned to correspondence, complete borrower credit bureau updates, form processing, and sortingSupport the implementation of new procedures and processesReport operation problems that occur and assist with the resolutionUtilize knowledgebase and policy and procedure materials provide information to telephone inquiriesAdhere to and support departmental metrics and goalsAdhere to assigned work scheduleMaintain appropriate documentation of phone inquiries or correspondence tasksFollow GDIT Mission and ValuesSupport contact center expectations as well as departmental and corporate policies and proceduresMay be required to work scheduled holidays, overtime, and SaturdaysPerform other related duties as assignedRegular 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 23 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