Introduction to Maximus and the Role
Maximus, a leading provider of government services, is seeking highly skilled and dedicated Customer Service Representatives to support the Department of Education in the Federal Student Aid (FSA) Loan Servicing program. As a Customer Service Representative, you will play a vital role in responding to incoming calls, chats, and making outbound calls to assist students and borrowers with their loan inquiries. This is a remote position, allowing you to work from the comfort of your own home, with the requirement to live within 1 hour of Jacksonville, FL, and be willing to work onsite for up to one week.
Company Overview
Maximus is committed to delivering high-quality services to government agencies, and we take pride in our ability to make a positive impact on people's lives. Our company culture values diversity, equity, and inclusion, and we strive to create a supportive environment where our employees can thrive. As a military-friendly employer, we recognize the unique skills and experiences that veterans and military spouses bring to our workforce, and we are dedicated to providing career opportunities that allow them to continue making a difference.
Job Responsibilities
As a Customer Service Representative, your primary responsibilities will include:
- Responding to incoming calls, chats, and emails from students and borrowers regarding their loan inquiries
- Making outbound calls to follow up on loan applications, resolve issues, and provide information on loan options
- Utilizing computerized systems to track, gather information, and troubleshoot customer issues
- Providing excellent customer service, resolving problems, and escalating complex issues to senior staff as needed
- Processing requests, notating accounts, and maintaining accurate records
- Supporting Contact Center expectations, departmental and corporate policies, and procedures
- Participating in ongoing training and development to stay up-to-date on program changes and best practices
Essential Qualifications
To be successful in this role, you will need:
- High school diploma or equivalent with 6 months of customer service experience
- Fluent English language skills, both written and verbal
- Basic math and PC skills, including MS Office applications
- Excellent interpersonal skills, with the ability to organize simultaneous tasks and work in a fast-paced environment
- Regular and predictable attendance, with flexibility to work scheduled holidays, overtime, and weekends as needed
- Ability to pass a criminal background check and obtain a favorable clearance
Preferred Qualifications
While not required, the following qualifications are preferred:
- Previous experience in customer service, call center, or related field
- Knowledge of federal student aid programs and loan servicing
- Experience working in a remote or virtual environment
- Strong analytical and problem-solving skills, with attention to detail and ability to multitask
Skills and Competencies
To excel in this role, you will need to possess:
- Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues
- Strong problem-solving and analytical skills, with the ability to resolve complex issues and think critically
- Ability to work in a fast-paced environment, with flexibility to adapt to changing priorities and deadlines
- Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Proficiency in computerized systems, including CRM software and MS Office applications
Career Growth Opportunities
At Maximus, we are committed to providing our employees with opportunities for growth and development. As a Customer Service Representative, you will have access to:
- Ongoing training and development programs to enhance your skills and knowledge
- Opportunities for advancement to senior roles or specialized positions
- A supportive and collaborative work environment, with regular feedback and coaching
- A comprehensive benefits package, including competitive pay, bonuses, and paid time off
Work Environment and Company Culture
At Maximus, we value our employees and strive to create a positive and inclusive work environment. As a remote employee, you will be part of a virtual team, with regular check-ins and opportunities for collaboration and connection. Our company culture is built on the principles of diversity, equity, and inclusion, and we are committed to creating a workplace where everyone feels valued and respected.
Compensation and Benefits
We offer a competitive compensation package, including:
- Hourly base pay rate of $17.20
- Opportunities for bonuses and overtime pay
- Comprehensive benefits package, including medical, dental, and vision insurance
- Paid time off, including vacation, sick leave, and holidays
- 401(k) retirement savings plan with company match
Conclusion
If you are a motivated and customer-focused individual, with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Service Representative with Maximus, you will be part of a dynamic team, working to make a positive impact on the lives of students and borrowers. Don't miss out on this chance to join our team and take the first step towards a rewarding and challenging career.
How to Apply
To apply for this position, please submit your application through our website. We look forward to hearing from you and exploring how you can contribute to our team's success.
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