Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.  telephone, emails, web chats, or written letters).

- Calls are basic and routine.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.

- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Additional Duties and Responsibilities:

- Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing

- Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties

- Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests

- Use computerized system for tracking, information gathering, and/or troubleshooting

- Support Contact Center expectations as well as departmental and corporate policies and procedures

- Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks

- Assist with Credit Bureau Requests utilizing established processes and procedures

- Refer escalated calls or inquiries to appropriate levels as needed

- Basic math and PC skills including MS Office applications required

- Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks

- Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training

- Regular and predictable attendance is required

- Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed

Additional Requirements as per Contract/Client:

- High School Diploma or GED required

- Must reside in the U.S. and be a U.S. citizen

- Must be able to pass a criminal background check

- May be required to work scheduled holidays, overtime, and weekends

- Must be able to effectively read a prepared / written script out loud

- Cannot be in default on any federal student loans

- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.

- Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. New and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.

- High School diploma or equivalent with 6 months of customer service experience.

- Must be able to speak and read English clearly, professionally and fluently.

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.

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.