SGSP CW Call Center Representative at PHEAA

Harrisburg, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jul, 26

Salary

16.5

Posted On

04 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Inbound calls, Account troubleshooting, Problem resolution, Data entry, Communication, Research, Documentation, Conflict resolution

Industry

Financial Services

Description

PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education. Give back tomorrow by joining us today! PHEAA's State Grants and Special Programs team is seeking qualified candidates to help us make a difference in the lives of Pennsylvania students. Our daily goal is to meet our public service mission of creating affordable access to higher education. This role is 100% remote and intended for long-term employment. Our knowledgeable training staff creates a comprehensive training program to ensure our team members are destined for success. Our dedicated Call Center Representatives provide a positive experience for all customers. Salary: $16.00/hour Training Shift: Monday – Friday, 8:00 am – 5:00 pm Long Term Shift: Monday - Friday, 8:00 am – 5:00 pm Hybrid -Must come onsite 2 days a month. Location: PHEAA Headquarters – 1200 North 7th Street Harrisburg PA 17102 Pay Increase: Pay will increase to $16.50/Hourly after 6 months of continuous employment. Department: State Grant & Special Programs Benefits: Please click here [https://www.pheaa.org/about/careers?requestedTabFragment=entry-level-benefits] to learn about PHEAA’s Entry Level Benefits. Job Responsibilities Call Center Representatives answer inbound calls, handling various complex account issues Answer questions, identify the call's root cause, and conduct research to resolve the customer inquiry upon first contact. Customer interactions must adhere to program regulations, PHEAA objectives, and department policies/procedures Assist customers with troubleshooting online account issues and utilizing available online tools Update customer and account information as needed Process correspondence, student emails, forms, or other customer documents Counsel customers on program eligibility criteria and what documentation to submit to complete their accounts. This includes but is not limited to answering application inquiries, reviewing eligibility materials, discussing the applicant record status, and discussing additional program requirements Professionally handle complex or escalated callers and assist with resolution Will work with one or multiple customer support lines

Responsibilities

The Call Center Representative will handle inbound calls to resolve complex account issues and provide information regarding program eligibility. They are responsible for updating account information, processing documentation, and assisting customers with online account troubleshooting.