Central Research
Customer Support Specialist USDS (remote Hybrid)
Central Research, Lowell, Arkansas, United States, 72745
Central Research, Inc. (CRI) is hiring Customer Support Specialist - Hybrid (remote & office work) to perform contact center support for our federal contract servicing federal student loans.
Customer Support Specialists earn $17.20 per hour. In addition, the employee will earn $4.93 per hour paid (capped at 40 hours per week) in Health and Welfare. If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental and vision premiums. This means the company is paying the employee's medical, dental and/or insurance premiums.
This position is currently a hybrid environment position which requires that the employee work in our main office and at home during normal business hours Monday-Friday, 8am-5pm. The average number of hours in the office will be approximately 20 hours per week, from 10am to 2pm and approximately 20 hours at home. Specific hours may vary based on business needs and are at the company's discretion.
To qualify, applicants must live within a 75-mile radius of main office in Lowell, AR . The reason for this is the employee is expected to travel daily to the Lowell office, in addition to picking up their equipment and PIV card/credentials, come into the facility whenever the equipment must be repaired or replaced, and return their equipment to the facility at the end of their employment.
Training
:
New hires will be 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 fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks.
The hours of training are 8am - to 5pm (Central Time), Monday - Friday.
After Training has been completed new hires will be assigned a 40-hour scheduled shift during operational hours. Applicants should understand that by submitting their application, they agree to be available for an assigned shift during any of the times below, or at the discretion of CRI, and that the employee may not be able to select their preferred schedule.
Contact Center hours of operation:
Monday through Friday: 7am - 4pm Central Time or Monday through Friday: 8am - 5pm Central Time Essential Duties and Responsibilities
:
Receive and sort incoming mail and packages Prepare and send responses to incoming mail Drop off mail at post office; go to the post office if needed Review customer applications for various student loan programs for completion and accuracy Handle processing, reporting and correspondence requests regarding student loans and perform appropriate account updates/changes Adhere to applicable client requirements, policies, and Federal and State regulations Complete tasks in a highly productive data entry/processing environment while meeting quality assurance and key performance and department procedure expectations Utilize internal and external systems to complete requests received from sources including but not limited to correspondence, documents, internal reports and file transmissions received from education servicing institutions and credit reporting agencies Proper servicing of borrower accounts through the processing and completion of internal requests via IDQ (intra department queues) and e-mail requests from internal departments and Customer Service Representatives Ensure the highest levels of privacy and security to protect our customers and business partners while providing exceptional customer service Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns Report any compliance issues to leadership Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations Demonstrate reliability through attendance and promptness Required Education and Experience Qualifications:
High School diploma required 12 months of experience in administrative support 12 months of computer experience in a business environment Must be willing to work unsupervised in an office Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows: -
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 - Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance
Qualified applicants must reside within a 75-mile radius of Lowell, AR Preferred Education and Experience Qualifications
:
Bachelor's Degree 12 months of experience working on a student loan contract 12 months of experience working in a Call Center 12 months of experience with Microsoft Office (Outlook, Word, Excel, and OneNote) Experience reviewing contracts and application documents for completion and accuracy Required Knowledge, Skills & Abilities:
Work independently in a remote environment Excellent communication skills, both written and verbal Outstanding attendance and punctuality Detail-oriented and capable of multitasking with excellent time management Ability to work effectively both independently and as part of a team Proficiency in using customer support software and Microsoft Office Suite Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers) Access to reliable transportation throughout the tenure of your employment to our location in Lowell, AR to complete the onboarding and security processes, in case of internet or power failure, or additional professional situations not listed Ability to adjust quickly to changing business needs To qualify, an applicant must pass an online customer service assessment test Must possess reliable high-speed internet using a hard-wired ethernet connection with a 100mbps download and 50mpbs upload speeds.
Equal Opportunity Employer
:
Equal Opportunity Employer, including veterans and individuals with disabilities. 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.
Customer Support Specialists earn $17.20 per hour. In addition, the employee will earn $4.93 per hour paid (capped at 40 hours per week) in Health and Welfare. If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental and vision premiums. This means the company is paying the employee's medical, dental and/or insurance premiums.
This position is currently a hybrid environment position which requires that the employee work in our main office and at home during normal business hours Monday-Friday, 8am-5pm. The average number of hours in the office will be approximately 20 hours per week, from 10am to 2pm and approximately 20 hours at home. Specific hours may vary based on business needs and are at the company's discretion.
To qualify, applicants must live within a 75-mile radius of main office in Lowell, AR . The reason for this is the employee is expected to travel daily to the Lowell office, in addition to picking up their equipment and PIV card/credentials, come into the facility whenever the equipment must be repaired or replaced, and return their equipment to the facility at the end of their employment.
Training
:
New hires will be 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 fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks.
The hours of training are 8am - to 5pm (Central Time), Monday - Friday.
After Training has been completed new hires will be assigned a 40-hour scheduled shift during operational hours. Applicants should understand that by submitting their application, they agree to be available for an assigned shift during any of the times below, or at the discretion of CRI, and that the employee may not be able to select their preferred schedule.
Contact Center hours of operation:
Monday through Friday: 7am - 4pm Central Time or Monday through Friday: 8am - 5pm Central Time Essential Duties and Responsibilities
:
Receive and sort incoming mail and packages Prepare and send responses to incoming mail Drop off mail at post office; go to the post office if needed Review customer applications for various student loan programs for completion and accuracy Handle processing, reporting and correspondence requests regarding student loans and perform appropriate account updates/changes Adhere to applicable client requirements, policies, and Federal and State regulations Complete tasks in a highly productive data entry/processing environment while meeting quality assurance and key performance and department procedure expectations Utilize internal and external systems to complete requests received from sources including but not limited to correspondence, documents, internal reports and file transmissions received from education servicing institutions and credit reporting agencies Proper servicing of borrower accounts through the processing and completion of internal requests via IDQ (intra department queues) and e-mail requests from internal departments and Customer Service Representatives Ensure the highest levels of privacy and security to protect our customers and business partners while providing exceptional customer service Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns Report any compliance issues to leadership Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations Demonstrate reliability through attendance and promptness Required Education and Experience Qualifications:
High School diploma required 12 months of experience in administrative support 12 months of computer experience in a business environment Must be willing to work unsupervised in an office Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows: -
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 - Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance
Qualified applicants must reside within a 75-mile radius of Lowell, AR Preferred Education and Experience Qualifications
:
Bachelor's Degree 12 months of experience working on a student loan contract 12 months of experience working in a Call Center 12 months of experience with Microsoft Office (Outlook, Word, Excel, and OneNote) Experience reviewing contracts and application documents for completion and accuracy Required Knowledge, Skills & Abilities:
Work independently in a remote environment Excellent communication skills, both written and verbal Outstanding attendance and punctuality Detail-oriented and capable of multitasking with excellent time management Ability to work effectively both independently and as part of a team Proficiency in using customer support software and Microsoft Office Suite Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers) Access to reliable transportation throughout the tenure of your employment to our location in Lowell, AR to complete the onboarding and security processes, in case of internet or power failure, or additional professional situations not listed Ability to adjust quickly to changing business needs To qualify, an applicant must pass an online customer service assessment test Must possess reliable high-speed internet using a hard-wired ethernet connection with a 100mbps download and 50mpbs upload speeds.
Equal Opportunity Employer
:
Equal Opportunity Employer, including veterans and individuals with disabilities. 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.