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Experienced Full Stack Customer Service Representative – Remote Call Center
Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join careerzynith's vibrant community as a 100% remote Customer Service Representative. In this role, you'll be the primary point of contact for borrowers regarding their private student loans, providing top-notch support and ensuring compliance with regulations and company policies.
**Why Join Our Team?**
careerzynith is an employee-driven organization where honest open communication and feedback are cherished. Our management team consists of individuals who have been promoted within, demonstrating our commitment to growth and development. As an associate, you can look forward to:
- A competitive benefits package, including medical, dental, vision, and life insurance
- Advancement opportunities to help you grow professionally
- Diverse experience supporting and working on careerzynith's various lines of business
- The flexibility to work from home (WFH) with company-provided equipment
- A dynamic, supportive team environment that fosters collaboration and innovation
**Key Responsibilities:**
As a Customer Service Representative, you'll be responsible for:
- Serving as the primary point of contact for borrowers regarding their private student loans
- Professionally handling a high volume of incoming calls/making outbound calls
- Welcoming borrowers to careerzynith's servicing platform, providing an overview of loan terms, status, and repayment plans, and verifying repayment terms and enrolling borrowers in AutoPay
- Providing walk-throughs of the servicing website and enrolling borrowers if applicable
- Updating borrower demographic information
- Counseling borrowers with account management, delinquency mitigation, payment processing, and resolving billing issues
- Resolving customer issues via one-call resolution guidelines and/or escalated processes
- Maintaining accurate records of borrower interactions and account status in company systems
- Collaborating with internal teams to address borrower concerns and ensure timely resolution
- Comprehending training material on a variety of topics and sharing new concepts and content
- Adhering to all federal and state laws governing the industry, as well as client Statement of Work standards and company guidelines and policies
- Attaining all Key Performance Indicators (KPIs) and monthly performance goals
**Additional Responsibilities:**
* Performing other duties as required to support the team and drive success
**Essential Qualifications:**
- Organization and planning: ability to understand and determine priorities, effectively manage time, and develop work plans to accomplish tasks and/or projects
- Judgment and decision making: ability to apply general rules to specific problems to produce answers that make sense
- Innovation and creativity: ability to generate and translate ideas and adapt to change
- Teamwork: effectively participating and contributing as a member of a work group
- Communication: ability to clearly organize and effectively convey information
- Strong active listening skills
- Reliability: ability to meet all attendance standards
- Flexibility: schedule flexibility to include weekends, evenings, possible holidays, and occasional overtime
- Ability to navigate between multiple windows or within web-based applications
- Ability to pass a background check
- Ability to work independently in a fast-paced environment, troubleshoot software and equipment issues with minimal assistance from management and the IT department
- A dedicated area to work from in your home with Internet speed requirements of 50 Mb/s for download speeds and 10 Mb/s for upload speeds
- Ability to set up required equipment in your home
**Education and Experience:**
- High School diploma or GED equivalent required
- Associate's degree preferred
- Minimum of two (2) years of experience in customer service or financial services, preferably in loan servicing
- Working knowledge of Microsoft applications, including MS Word, Excel, PowerPoint, and Outlook
**Benefits:**
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- 401(k)
- Work from home
- Competitive hourly rate of $17.00 per hour
**Work Environment and Culture:**
careerzynith is committed to creating a supportive and inclusive work environment that fosters growth, innovation, and collaboration. Our team is passionate about delivering exceptional customer experiences and making a positive impact on our customers' live
