Join Our Team: Empowering Customer Support Specialists to Make a Difference
Central Research, Inc. (CRI), a leading provider of federal student loan servicing, is seeking highly motivated and customer-focused individuals to join our team as Customer Support Specialists. As a remote-based role, this position offers the flexibility to work from home while providing exceptional support to our customers. If you're passionate about delivering outstanding customer experiences and have a keen eye for detail, we encourage you to apply for this exciting opportunity.
About CRI and Our Mission
At CRI, we're dedicated to providing top-notch service to our customers, which includes federal student loan borrowers. Our team is committed to helping individuals navigate the complexities of student loan repayment, and we're looking for talented Customer Support Specialists to join our crew. By working with us, you'll have the chance to make a positive impact on people's lives while growing your career in a dynamic and supportive environment.
Job Highlights:
- Company: Central Research, Inc. (CRI)
- Position: Customer Support Specialist
- Location: Remote (work from home)
- Compensation: $17.20 per hour, with additional $4.41 per hour paid in Health and Welfare (capped at 40 hours per week)
- Start Date: Immediate openings available
Job Summary:
As a Customer Support Specialist, you will play a critical role in providing exceptional support to our customers, addressing their concerns, and resolving issues related to federal student loans. This position involves working in a fast-paced, data-driven environment, where attention to detail, excellent communication skills, and a customer-centric approach are essential.
Key Responsibilities:
- Review customer applications for various student loan programs for completion and accuracy.
- Handle processing, reporting, and correspondence requests regarding student loans and perform appropriate account updates/changes.
- Adhere to applicable client requirements, policies, and Federal and State regulations.
- Complete tasks in a highly productive data entry/processing environment while meeting quality assurance and key performance and department procedure expectations.
- Utilize internal and external systems to complete requests received from sources, including correspondence/documents, internal reports, and file transmissions received from education servicing institutions and credit reporting agencies.
- Ensure the highest levels of privacy and security to protect our customers and business partners while providing exceptional customer service.
- Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns.
- Report any compliance issues to leadership.
- Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations.
- Demonstrate reliability through attendance and punctuality.
Requirements and Qualifications:
Essential Qualifications:
- High School diploma required.
- 12 months of experience in administrative support.
- 12 months of computer experience in a business environment.
- Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C).
- Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due).
- Must be a US Citizen.
- Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance.
- Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance.
- Qualified applicants must reside within a 75-mile radius of Hendersonville, TN.
Preferred Qualifications:
- Bachelor's degree.
- 12 months of experience working on a student loan contract.
- 12 months of experience working in a Call Center.
- 12 months of experience with Microsoft Office (Outlook, Word, Excel, and OneNote).
- Experience reviewing contracts and application documents for completion and accuracy.
Skills and Competencies:
- Work independently in a remote environment.
- Excellent communication skills, both written and verbal.
- Outstanding attendance and punctuality.
- Detail-oriented and capable of multitasking with excellent time management.
- Ability to work effectively both independently and as part of a team.
- Proficiency in using customer support software and Microsoft Office Suite.
- Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers).
- Reliable high-speed internet via a hard-wired ethernet connection.
- Access to reliable transportation throughout the tenure of your employment to our location in Hendersonville, TN.
- Ability to adjust quickly to changing business needs.
- To qualify, an applicant must pass an online customer service assessment test.
What We Offer:
At CRI, we're committed to providing our employees with a comprehensive benefits package, including:
- Competitive salary: $17.20 per hour.
- Health and Welfare benefits: $4.41 per hour paid (capped at 40 hours per week), which covers the full cost of employee-only medical, dental, and vision premiums.
- Opportunity for career growth and professional development.
- Flexible remote work arrangement.
- Comprehensive training program.
Training and Onboarding:
New hires will undergo a comprehensive training program, which includes:
- Understanding federal regulations and company policies.
- Using customer relationship tools to offer personalized interaction.
- Completing a remote paid training curriculum, which can extend up to 5-6 weeks.
- Assigned 40-hour scheduled shift during operational hours.
Work Environment and Culture:
At CRI, we value our employees and strive to create a positive and supportive work environment. Our culture is built on:
- Exceptional customer service.
- Teamwork and collaboration.
- Continuous learning and professional growth.
- Flexibility and adaptability.
How to Apply:
If you're passionate about delivering exceptional customer experiences and have the skills and qualifications we're looking for, please submit your application today. Don't miss this opportunity to join our team and grow your career in a dynamic and supportive environment.
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Equal Opportunity Employer:
CRI is an equal opportunity employer committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds.
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