Overview:

The Email/Chat team is responsible for servicing our student loan customers through inbound channels primarily including emails and chats.  The services offered should provide solutions and options to manage loan debt.  Through cross-training in the many functions of the Service and Repayment Center, the remote team is focused on providing one interaction resolutions to a customer’s question or issue.

*** Applicants must attend and pass online training sessions for 1 week, M-Thur. 10:00am – 4:00pm CST

Responsibilities: Through emails and chats, handle incoming and outgoing communications with loan customers concerning loan repayment questions and issues, using various systems and screens for information, discussing payment options, taking payments, etc.  (Also, when the queue for phone customers is high, taking regular calls.) Carefully provide correct, accurate information to customers due to risk to the company inherent in written communications.  

Carefully write/type messages to ensure professional tone.Assist customers via email or chat with service based on knowledge of specialized/non routine functions that are beyond knowledge areas and systems normally handled by an Advisor.  

Included are consolidation of loans, private loans, Total and Permanent Disability loans and past due accounts.Handle 3 different chats at the same time courteously and carefully. The chats vary widely as to functional area and systems to be used to answer questions.  All types of chats are handled concurrently. Correctly follow and implement differing quality standards/definition documents for the standard customer calls and for the specialized/non-routine customer contact in accordance with regulations and policies. 

Handle follow-up to all emails and chats, including the non-routine, using appropriate procedures for each loan type to correctly enter contact notes and codes into different systems that support the various types of customer contact.

EDUCATION: High School Diploma (required).  Associate degree or higher (preferred)

EXPERIENCE: Minimum of 1 year customer service experience 

SKILLS/KNOWLEDGE/ABILITIES: 

Focus and Flexibility – Ability to stay on task with several customers at the same timeMulti-tasking – Ability to work with several systems/tabs/ screens at the same time

Stress Tolerance – Maintains composure and patience with customers.  De-escalates situations when customers are difficult.  Accurately reports customer complaints

Attention to Detail – Understands details of several functions to provide quality service

Accountability – Owns all interactions with customers.  Has history of excellent attendance record, adherence to schedule, and meeting quality expectations.

Customer Service Orientation – Sees quality customer service as primary reason for position

Written Communications – Able to clearly communicate information concerning student loans in writing.

EEO Statement: Employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.