Customer Contact Center (Student Loan Advisor) Work From Home after 90 days

Job Description

Careers Happen Here! We are Family Oriented and a Team Driven Environment!

North End Teleservices is a place where Diversity, Equity, and Inclusion Matters…

This is a fantastic opportunity to come to North End Teleservices and establish a career supporting Student borrowers questions! We continue to grow and have so many opportunities for growth within our company! As an added benefit, you can qualify to work from home in 90 days (*Must be in good standing with attendance, compliance & performance to qualify to work from home. Once qualified you must maintain at or above all standards. Failure to maintain good working statistics will result in the revocation of work from home and you will be required to work in office)

Benefits:
• Competitive pay!!!
• Sick time starts accruing immediately after training completion
• Special event days which happen throughout the year
• $25,000.00 Life Insurance which is paid for by North End Teleservices
• Day one of employment you will receive paid holidays if you meet the criteria!

Under general supervision, the customer service representative will take incoming calls, use chat, and complete outbound calls as necessary to assist their customers with answering frequent questions, providing detailed information, processing of applications and resolve any emerging problems that our customer accounts may face with accuracy and efficiency. Our customer service representatives must practice active listening, be empathic and always communicate clearly with the customer in a positive and professional manner. *This is a in center position*
• All assessments need to be completed on a computer*

Job Duties:

Upon completion of training and with your current skillset, you will be able to perform the following types of duties:
• Utilize standard technology such as a telephone, e-mail, and web browser.
• Navigate to the appropriate pre-scripted responses which is required to be read verbatim to provide basic general and claims specific information.

Follow established and documented policies and standard operating procedures, such as working within the various systems, timekeeping, documentation of your call from end to end and adhering to ethic and privacy rules.
• Assist callers with filling out their application and submitting it electronically to plan provider for processing.
• Complete basic call log, documentation, and related call details for each phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR during the call.

Schedule:

Monday: 11:45am-8:15pm

Tuesday: 10:45am-7:15pm

Wednesday: 10:45am-7:15pm

Thursday: 8:45am-5:15pm

Friday: 8:45am-5:15pm

Preferred Skills:
• High School diploma or equivalent required.
• Must be able to speak and read English clearly, professionally, and fluently.
• Must be able to type a minimum of 35 WPM.
• Experience working with a personal computer and the Windows operating system is required.
• The ability to effectively work within established key performance indicators/metrics is necessary.
• Must have demonstrated excellent interpersonal and leadership skills.
• Must be able to multi-task and stay organized while completing simultaneous tasks.
• May be required to work holidays. Overtime may be required.

Requirements:
• Must be able to navigate various systems and browsers.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
• Knowledge of contact center technology.
• Strong Computer skills with proficiencies in Excel and Word.
• Excellent command of the English language, effective use of grammar skills.
• Excellent communication etiquette.
• Great customer service is expected on every call with our customers: personalize your call, be competent with the information & assistance you deliver to your customer, patient & polite, and be initiative-taking in offering solutions and assistance. These factors have the biggest influence on our customer experience and are measured through quality monitoring and continuous improvement.
• All assessments need to be accomplished on a computer*

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.
• This is a in center only position* with the possibility to work from home after 90 days, with no attendance issues, no performance issues and no compliance issues. Must maintain these metrics to continue to work from home, if you fall below the guidelines you must return to work in center.

No supervisory responsibilities.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

Proprietary & Confidential Statement: This document and the information disclosed within, including the document structure and contents, are confidential and the proprietary property of North End Teleservices, LLC. No part of this document may be disclosed in any manner to a third party in whole or in part and is prohibited without the prior written permission of North End Teleservices, LLC

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