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CSR III Bilingual (Tier 4) in Jacksonville, FL at Maximus, Inc.

Date Posted: 4/2/2018

Job Snapshot

Job Description

MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

Overview

A Customer Service Representative is expected to provide knowledgeable responses to telephone inquiries in a courteous and professional manner.  A Customer Service Representative is familiar with all resources available to successfully complete the work as described below.

Responsibilities
  • Taking payment calls and notating the account regarding the payment
  • Process Credit Bureau Requests utilizing writing standard process and procedures
  • Address calls regarding default resolutions, repayments and Treasury Offset Program (TOP)
  • Answer Snap Shot Call Type borrower inquires utilizing the archived database
  • Answer inquiries from National Students Loan Data System (NSLDS) borrowers
  • Answer inquiries from borrowers with Wage and Social Security Benefit garnishments
  • Maintain up-to-date knowledge of federal regulations, policies and procedures as they apply to student financial aid
  • Maintain appropriate documentation of phone inquiries
  • Utilize available systems, knowledgebase and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties.
  • Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
  • Refer calls as required to Customer Service Supervisor as needed
  • Answer escalated calls from borrowers looking to speak to a senior staff member
  • Deescalate calls coming in from an irate borrower or address threatening callers
  • Assist in monitoring calls and analyzing quality and recommend actions for improvement to Supervisor
The Ideal Candidate will Possess the Following Additional Education and Experience
  • High School diploma or equivalent required
  • Some post-secondary education preferred
  • Minimum twelve (12) months customer service, administrative or call center experience required
  • Experience with student financial aid programs/debt collection programs required
  • Ability to speak and read English and Spanish clearly, professionally, and fluently
  • Experience working on DMCS contract or in similar customer service environment preferred
  • Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
  • Must be able to type a minimum of 23 WPM required
  • Ability to utilize standard technology such as telephone, e-mail, and web browser
  • Proven ability to work as a member of a team  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 employee training
  • May be required to work scheduled holidays, overtime, and Saturdays

Additional Requirements as per contract/client:

  • Must be current on federal student loans or must not be delinquent on federal student loans
  • Federal security clearance (through MAXIMUS Federal DMCS contract) required

 

EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

A committed and diverse workforce is our most important resource.

MAXIMUS is an Affirmative Action/Equal Opportunity Employer.

MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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