This is a professional, structured, and fast-paced environment. Call Center Representatives will provide efficient and accurate servicing of student loan inquiries, perform account updates, and help counsel the customer to establish personalized repayment plans that meet Federal and State regulations and comply with company policy. Call Center Representatives are expected to provide exceptional customer service while maintaining quality expectations for inbound and outbound customer interactions. To protect customer data, the highest levels of privacy and security are required.

New hires will be well-trained to understand federal regulations and company policies and the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry. Employees must be available to successfully complete a remote paid training curriculum, which can extend up to 8 weeks.

The hours of training are 8am - 5pm, Monday – Friday.

After Training has been completed new hires will be assigned a 40-hour scheduled shift during operational hours.

Contact Center hours of operation:

• Monday: 7am – 8pm CST
• Tuesday/Wednesday: 7am – 7pm CST
• Thursday/Friday: 7 am – 5 pm CST
• Saturday/Sunday: Closed

Contact Center hours of operation subject to change based on client needs.

Responsibilities & Duties:

• Perform efficient and accurate handling of inquiries regarding student loans, appropriate account updates/changes, and provide repayment options within policies and Federal and State regulations.
• Handling of inbound/outbound customer calls in a highly productive call center environment while meeting quality assurance and key performance indicators.
• Provide assistance with completion of customer applications to meet the guidelines outlined in department procedures.
• Ensure the highest levels of privacy and security to protect the client, their customers, and business partners while providing exceptional customer service.

Minimum Qualifications:

• High School diploma required.
• 6 months of contact center or customer service experience
• 6 months computer experience in a business environment
• Must be able to obtain and maintain a Federal 5C Security Clearance
• Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
• Must be a US Citizen

Preferred Qualifications:

• Bachelor's degree
• Call Center experience
• 6 months of Microsoft Office (Outlook, Word, Excel, and OneNote) experience

Knowledge, Skills & Abilities:

• Must possess a friendly and professional speaking voice and patient demeanor.
• Outstanding attendance and punctuality
• Ability to provide excellent customer service.
• Strong verbal and written communication skills
• Excellent time management and multi-tasking skills
• Strong computer skills (basic trouble shooting, fast and accurate typing, and using web browsers)

Note: By applying to this position with CRI, you understand that CRI may share your application information with our partner who may reach out to you for an employment opportunity. You may opt out of this consideration by calling our recruiting office at (479) 419-4358.

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EEOC – Know Your Rights Poster.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.