Customer Support Specialist (remote) Lowell, AR - Remote Eligible

Customer Support Specialist (Remote)

Central Research, Inc. (CRI) is hiring Customer Support Specialists to perform contact center support for our federal contract servicing federal student loans. Customer Support Specialists earn $17.20 per hour. In addition, the employee will earn $4.93 per hour paid (capped at 40 hours per week) in Health and Welfare. If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental and vision premiums. This means the company is paying the employees medical, dental and/or insurance premiums.

These positions are currently remote (work from home). To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility in Lowell, AR. The reason for this is the employee is expected to pick up their equipment and PIV card/credentials, come into the facility whenever the equipment must be repaired or replaced, return their equipment to the facility at the end of their employment.

New hires will be trained to understand federal regulations and company policies and the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry. Employees must be fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks. The hours of training are 8am to 5pm (Central Time), Monday through Friday. After training has been completed new hires will be assigned a 40-hour scheduled shift during operational hours. Applicants should understand that by submitting their application, they agree to be available for an assigned shift during any of the times below, or at the discretion of CRI, and that the employee may not be able to select their preferred schedule. Contact center hours of operation:

Monday through Friday: 7am to 4pm Central Time or Monday through Friday: 8am to 5pm Central Time

Responsibilities & Job Duties:

• Review customer applications for various student loan programs for completion and accuracy.
• Handling of processing, reporting and correspondence requests regarding student loans and performs appropriate account updates/changes.
• Adhering to applicable client requirements, policies, and Federal and State regulations.
• Completes tasks in a highly productive data entry/processing environment while meeting quality assurance and key performance and department procedure expectations.
• Utilizes internal and external systems to complete requests received from sources including but not limited to correspondence/documents, internal reports and file transmissions received from education servicing institutions and credit reporting agencies.
• Proper servicing of borrower accounts through the processing and completion of internal requests via IDQ (intra-department queues) and e-mail requests from internal departments and Customer Service Representatives.