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Experienced Full Stack Customer Service Representative – Remote Call Center
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Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join careerzynith's vibrant community as a 100% remote Customer Service Representative. In this role, you'll be the primary point of contact for borrowers regarding their private student loans, providing top-notch support and ensuring compliance with regulations and company policies.
**Why Join Our Team?**
careerzynith is an employee-driven organization where honest open communication and feedback are cherished. Our management team consists of individuals who have been promoted within, demonstrating our commitment to growth and development. As an associate, you can look forward to:
A competitive benefits package, including medical, dental, vision, and life insurance
Advancement opportunities to help you grow professionally
Diverse experience supporting and working on careerzynith's various lines of business
The flexibility to work from home (WFH) with company-provided equipment
A dynamic, supportive team environment that fosters collaboration and innovation
**Key Responsibilities:**
As a Customer Service Representative, you'll be responsible for:
Serving as the primary point of contact for borrowers regarding their private student loans
Professionally handling a high volume of incoming calls/making outbound calls
Welcoming borrowers to careerzynith's servicing platform, providing an overview of loan terms, status, and repayment plans, and verifying repayment terms and enrolling borrowers in AutoPay
Providing walk-throughs of the servicing website and enrolling borrowers if applicable
Updating borrower demographic information
Counseling borrowers with account management, delinquency mitigation, payment processing, and resolving billing issues
Resolving customer issues via one-call resolution guidelines and/or escalated processes
Maintaining accurate records of borrower interactions and account status in company systems
Collaborating with internal teams to address borrower concerns and ensure timely resolution
Comprehending training material on a variety of topics and sharing new concepts and content
Adhering to all federal and state laws governing the industry, as well as client Statement of Work standards and company guidelines and policies
Attaining all Key Performance Indicators (KPIs) and monthly performance goals
**Additional Responsibilities:**
* Performing other duties as required to support the team and drive success
**Essential Qualifications:**
Organization and planning: ability to understand and determine priorities, effectively manage time, and develop work plans to accomplish tasks and/or projects
Judgment and decision making: ability to apply general rules to specific problems to produce answers that make sense
Innovation and creativity: ability to generate and translate ideas and adapt to change
Teamwork: effectively participating and contributing as a member of a work group
Communication: ability to clearly organize and effectively convey information
Strong active listening skills
Reliability: ability to meet all attendance standards
Flexibility: schedule flexibility to include weekends, evenings, possible holidays, and occasional overtime
Ability to navigate between multiple windows or within web-based applications
Ability to pass a background check
Ability to work independently in a fast-paced environment, troubleshoot software and equipment issues with minimal assistance from management and the IT department
A dedicated area to work from in your home with Internet speed requirements of 50 Mb/s for download speeds and 10 Mb/s for upload speeds
Ability to set up required equipment in your home
**Education and Experience:**
High School diploma or GED equivalent required
Associate's degree preferred
Minimum of two (2) years of experience in customer service or financial services, preferably in loan servicing
Working knowledge of Microsoft applications, including MS Word, Excel, PowerPoint, and Outlook
**Benefits:**
Dental insurance
Health insurance
Paid time off
Vision insurance
401(k)
Work from home
Competitive hourly rate of $17.00 per hour
**Work Environment and Culture:**
careerzynith is committed to creating a supportive and inclusive work environment that fosters growth, innovation, and collaboration. Our team is passionate about delivering exceptional customer experiences and making a positive impact on our customers' live
