PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.
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Salary: $16.00/hour (+ A $1 shift differential will be provided for the 12:00 PM – 9:00 PM shifts)
Pay Increase: Pay will increase to $17.50 after 6 months of continuous employment (includes shift differentials)
Training Shift: Monday through Friday 8:00 AM – 4:30 PM
Long Term Shift: Monday through Friday 12:00 PM – 9:00 PM
Location: 1200 North 7th Street, Harrisburg, PA 17102/Remote
Department: AES Contact Center
PHEAA's AES team is seeking qualified Call Center Representatives to help us make a difference in the lives of millions of students! On July 17th, 2023, our next training class will begin. It is our daily goal to meet our public service mission - creating affordable access to higher education. We take pride in educating borrowers on the long-term impact of student loan borrowing and the repayment options available to them!
This entry-level clerical wage position provides outstanding customer service to our borrowers who have student loans owned by the federal government. This role offers the opportunity for long-term remote employment. The 6-week training program will be held remotely. Continued remote work is dependent on meeting department expectations. We ensure our team members are destined for success by offering a comprehensive training program created by our knowledgeable training staff. Our dedicated Call Center Representatives provide a positive experience for all customers. As you become more confident and proficient in phone work, you will have the opportunity to further develop your professional experience and train on processing tasks.
Additional Benefits:
Call Center Representatives have the option of enrolling in the Bronze Medical Insurance plan from day one of employment and will be required to join the State Employees Retirement System. Learn more about these benefits here: https://www.pheaa.org/about/careers/index.shtml
Primary Duties and Responsibilities:
- Call Center Representatives answer inbound calls handling a variety of complex account issues.
- Answer questions identify the root cause of the call and research to resolve the customer inquiry upon first contact. Interactions with customers are based on federal regulations, PHEAA objectives, and department policies.
- Assist customers with troubleshooting online account issues and utilizing online tools that are available.
- Update customer and account information as needed.
- Process incoming correspondence, forms, or other documents received from customers.
- Counsel customers in achieving successful repayment of their student loans. This includes but is not limited to answering payment and billing inquiries, discussing repayment plan options and eligibility, payment alternatives, interest accrual, forgiveness programs, and consolidation.
- Handle difficult or escalated call types and assist with resolution.
- Will work with one or multiple customer support lines.
Additional Job Requirements:
- Must successfully complete a 6-week training program which is a combination of lecture and practice on live customer accounts as well as performing account adjustments. Due to the amount and complexity of information, time off will not be permitted during the training period.
- Ability to multi-task, problem solve, and perform in depth research while assisting the customer.
Required Skills
- Computer literacy and knowledge of MS Office
- High School Diploma or GED Equivalent
PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions. Our organizational culture promotes diversity, equity, and inclusion at all levels of the organization.
Required Experience
High School Diploma or GED Equivalent
