Customer Service and Correspondence Specialist

POSITION SUMMARY:

The Specialist is accountable for handling Advanced inbound and outbound communications and calls with borrowers and callers in a professional and efficient manner. The Specialist is responsible for ensuring the accurate and timely servicing of borrower accounts through the processing and completion of correspondence, documents, and file transmissions received from borrowers, educational institutions, guaranty agencies, specialty servicing partners, and the MOHELA servicing system.

Additionally, the Specialist manages borrower account servicing by processing and completing internal requests submitted via LPQ (internal queuing system) and email communications from various internal departments.

Essential job functions:

Customer Service Centered Interacting

• Interacting with borrowers by voice calls to provide quality service that meets department expectations. Types of voice calls include but are not limited to:
  • Inbound Voice Calls:
    • USDS ADV
    • USDS ADV Delinquent
    • USDS Debit Card
    • USDS
    • USDS System Outage
  • Outbound Voice Calls:
    • USDS Outbound
    • USDS Outbound Transfer
    • USDS Outbound At Risk Preview
    • USDS Outbound Power
    • USDS Outbound PTT
    • USDS Preview

Account Management and Task Fulfillment

• Tasks are to be completed that are received through MOHELA’s internal queuing system (LPQ) as well as from other various points of origination to maintain and support the borrowers’ interests and requests. Tasks include but are not limited to:
  • Secure Email
  • Pre-Fiserv COMPASS Payment History
  • Prior Servicer Payment History
  • Borrower Requested Letter
  • Communications Escalations
  • POA/3rd Party Authorization
  • Manual Form
  • DOD Form 2475
  • External LVCs
  • Escalation- Full Payment History
  • Joint Consolidation LVCs
  • Tier 3 Communication Escalation
  • Interest Accrual Letter with Financial History
  • Requests received via AmeriCorps
• Tasks should be completed promptly and accurately in alignment with department expectations and with customer service excellence in mind.

Training and Development

• To provide the best service in maintaining accounts, individuals will be involved in cross-training to meet business needs as needed.
• Individuals are expected to maintain constant upkeep of new information pertinent to their roles and to ensure accounts are handled accurately. Keep all training documentation organized to effectively use them for reference and guidance.

Other tasks as Assigned by Management

MINIMUM REQUIREMENTS:

• High School Diploma
• 18 months of financial, customer service in a Contact Center speaking with customers or reading and responding to written correspondence from customers performing at a high level (may substitute for additional education above the required minimum)
• Agent able to work any shift within the Contact Center hours of Operation: Monday 7:00AM-8:00PM, Tuesday-Wednesday 7:00AM-7:00PM, Thursday-Friday, 7:00AM-5:00PM CT and willing to change shifts as needed to support business needs. Training will be 8 AM - 5 PM CT for approximately 3 weeks.
• Must have excellent computer and typing skills
• Must be meeting or exceeding all metrics and standards in current role
• Stable work history

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• Basic data entry skills and computer efficiencies to navigate multiple monitors
• Multitasking abilities-specifically communicating and notating information simultaneously
• Typing skills to be able to sufficiently and quickly work tasks
• Excellent oral and written communication skills
• Effective time management skills
• Efficient organizational skills
• Intermediate level of skill with Microsoft applications
• Excellent computer skills
• Attention to detail, results oriented

PREFERRED QUALIFICATIONS:

• Student loan, business or extensive computer experience is preferred.
• Those with a current active security clearance
• Fully certified CSR