Customer Service Representative Bilingual Spanish (remote)

$35,776 - $35,776/Yr

Central Research - Hendersonville, TN

Full-time - Entry Level

Hybrid - Hendersonville, TN

Administrative and Support Services

About the position

Central Research, Inc. (CRI) is seeking bilingual Customer Service Representatives to provide contact center support for federal student loans. This role is situated in a professional, structured, and fast-paced environment where representatives will handle inquiries related to student loans, perform account updates, and assist customers in establishing personalized repayment plans that comply with Federal and State regulations as well as company policies. The position requires a commitment to delivering exceptional customer service while adhering to quality expectations for both inbound and outbound interactions. Given the sensitive nature of the information handled, the highest levels of privacy and security are paramount in this role. Customer Service Representatives will earn $17.20 per hour, with an additional $4.41 per hour in Health and Welfare benefits, which can cover the full cost of employee-only medical, dental, and vision premiums for those working a full 40-hour week. The positions are currently remote, but applicants must reside within a 75-mile radius of a Central Research deployment facility to facilitate equipment pickup and maintenance. New hires will undergo a comprehensive training program lasting up to 5-6 weeks, during which they will learn about federal regulations, company policies, and customer relationship tools necessary for effective customer interactions. After training, employees will be assigned a 40-hour work schedule during operational hours, which may vary based on business needs. The responsibilities of the Customer Service Representatives include efficiently handling inquiries regarding student loans, performing account updates, and providing repayment options in accordance with established policies and regulations. Representatives will also assist customers in completing applications and must ensure the highest levels of privacy and security while delivering exceptional service. This role requires a strong commitment to quality assurance and meeting key performance indicators in a highly productive call center environment.

Responsibilities

• Perform efficient and accurate handling of inquiries regarding student loans.
• Update customer accounts and provide repayment options within policies and Federal and State regulations.
• Handle inbound and outbound customer calls in a highly productive call center environment while meeting quality assurance and key performance indicators.
• Assist with the completion of customer applications according to department procedures.
• Ensure the highest levels of privacy and security to protect clients and their customers while providing exceptional service.

Requirements

• Fluent in Spanish
• High School diploma or GED required
• 6 months of contact center or customer service experience in a business environment
• 6 months of computer experience in a business environment
• 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 guaranteed by the federal government
• Must be a US Citizen
• No felonies or misdemeanors within the last 7 years that could affect security clearance
• Must reside within a 75-mile radius of Augusta, GA, Hendersonville, TN, or Lowell, AR.

Nice-to-haves

• Call Center experience
• Bachelor's degree
• 6 months of Microsoft Office (Outlook, Word, Excel, and OneNote) experience

Benefits

• Paid training
• Health insurance
• Dental insurance
• Vision insurance