Customer Support Specialist (remote) Hendersonville, TN

$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 dedicated Customer Support Specialists to provide essential contact center support for our federal contract that services federal student loans. This role is crucial in ensuring that customer inquiries are handled with care and precision, adhering to federal regulations and company policies. The position is fully remote, allowing employees to work from home, but applicants must reside within a 75-mile radius of our deployment facility in Hendersonville, TN. This requirement is in place because employees will need to pick up their equipment and credentials, and may need to return to the facility for repairs or other operational needs. New hires will undergo a comprehensive training program that lasts between 5 to 6 weeks, during which they will learn about federal regulations, company policies, and the use of customer relationship tools. Training hours are set from 8 AM to 5 PM Central Time, Monday through Friday. After training, employees will be assigned a 40-hour work schedule during operational hours, which may vary based on the needs of the business. The contact center operates Monday through Friday, with shifts available from 7 AM to 4 PM or 8 AM to 5 PM Central Time. As a Customer Support Specialist, you will be responsible for reviewing customer applications for various student loan programs, ensuring accuracy and completeness. You will handle processing, reporting, and correspondence requests related to student loans, while also performing necessary account updates. The role requires adherence to client requirements, policies, and federal and state regulations, all while maintaining high productivity in a data entry environment. You will utilize both internal and external systems to fulfill requests and ensure the highest levels of privacy and security for our customers. Additionally, you will assist with borrower program concerns and compliance issues, and participate in ongoing education to stay updated on relevant laws and regulations.

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 from education servicing institutions and credit reporting agencies.
• Properly service borrower accounts through processing and completion of internal requests via IDQ and e-mail requests from internal departments and Customer Service Representatives.
• Ensure the highest levels of privacy and security to protect 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 promptness.

Requirements

• High School diploma required.
• 12 months experience in administrative support.
• 12 months 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.
• No monies in non-medical Collections exceeding $7,500 that could affect security clearance.

Nice-to-haves

• 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.

Benefits

• Earn $17.20 per hour with an additional $4.41 per hour in Health and Welfare, covering the full cost of employee-only medical, dental, and vision premiums for a 40-hour work week.
• Remote work opportunity with flexible scheduling after training.