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Bilingual Customer Service Representative – Dept. of Education (Remote near Houston, TX)
Company: Maximus
Location: Remote in Houston, TX
Employment Type: Full Time
Date Posted: 05/24/2023
Expire Date: 06/24/2023
Job Categories: Customer Service and Call Center
Job Description
Bilingual Customer Service Representative – Dept. of Education (Remote near Houston, TX)

Maximus is currently seeking Bilingual Customer Service Representatives to support the Department of Education. The primary responsibilities will be to respond to incoming calls or chats as well as make outbound calls regarding Federal Student Aid (FSA) Loan Servicing. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism.

This is a remote position, but you must live within 1 hour of Houston, TX and be willing to work onsite for up to one week.

Training Schedule: Must be able to attend 4 weeks of Training (remotely – from home), Monday – Friday, 9am-5:30pm ET. No time off is permitted during training.

Pay and Benefits:

• Competitive pay rate based on the county in which you live
• Additional bonuses available
• Paid training
• The opportunity to work from the comfort of your home
• Supportive environment with peers who share your passion for improving people’s lives
• A career path that unfolds based on how you want to grow within the company

Primary Responsibilities:

• Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
• Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties
• Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
• Use computerized system for tracking, information gathering, and/or troubleshooting
• Support Contact Center expectations as well as departmental and corporate policies and procedures
• Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
• Assist with Credit Bureau Requests utilizing established processes and procedures
• Refer escalated calls or inquiries to appropriate levels as needed

Minimum Requirements:

• High School diploma or GED equivalent required
• Minimum six (6) months customer service or administrative or call center experience required
• Must be able to speak, read, and write in English and Spanish fluently
• Basic math and PC skills including MS Office applications required
• Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
• Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
• Regular and predictable attendance is required
• Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed

Additional Requirements as per Contract/Client:

• Must reside in the U.S. and be a U.S. citizen
• Must be able to pass a criminal background check
• May be required to work scheduled holidays, overtime, and weekends
• Must be able to effectively read a prepared / written script out loud

*Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.

Home Office Requirements:

• Internet speed internet of 25 mbps or higher required (you can test this by going to www.speedtest.net)
• Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
• Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source
• All equipment will need to be picked up in our Houston, TX office
Contact Information
Contact Name: Rachelle Hanley
Contact Email: rachellehanley@maximus.com
Website: https://external-maximus.icims.com/...
Company Description:
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
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