Customer Care Specialist

Fishers, IN, United States

Are you passionate about helping other? If so, we want you on our team!

MOHELA is looking for team members who will provide exceptional service and support to our customers!

Bilingual applicants fluent in both English and Spanish are encouraged to apply. Bilingual differential of $1.00 an hour available after training.

All interviews will be conducted via Microsoft Teams!

WHAT WE DO:

With over 40 years of experience in the student loan servicing industry, MOHELA is a non-profit organization dedicated to providing world-class customer service for student loan borrowers. We are expanding our dedicated customer service team and are looking for someone with excellent communication skills and a passion for helping others to join us as a Customer Care Specialist.

Headquartered in Chesterfield, MO with offices in Wilkes-Barre, PA and Fishers, IN, our employees are committed to providing exceptional service to give our customers a first-rate experience and help ease the burden of financing higher education.

We offer a competitive salary and a benefit package that includes paid personal and vacation time-off, medical, dental and vision insurance as well as life, short-term disability, 401K plan with a dollar-for-dollar match up to 8% of salary and tuition assistance. As a non-profit organization, MOHELA is also classified as a qualified employer under the U.S. Department of Education's Public Service Loan Forgiveness program.

WHAT YOU'LL DO:

As a Customer Care Specialist, you'll play a critical role in assisting our customers as they navigate successful management and repayment of their loans. By speaking with our customers on inbound and outbound calls you will be the voice of MOHELA guiding them through their options to help them achieve account resolution while providing them with support that is easy and reliable.

As a hybrid employee, your schedule will include a mixture of work from home and in-office scheduling.

During the New Hire Training period, your technical training will primarily be virtual (lasting approximately the first 3 weeks), but you will be scheduled to be in office at least once during those 3 weeks to job shadow with a tenured agent prior to starting the phone training portion of the curriculum. When you begin to take phone calls (during the 4th week of training), you will be on-site to ensure you have hands on support as well as additional opportunities to shadow tenured agents who will be available to provide coaching and feedback. After New Hire training concludes, you will be required to work onsite at least 3 times a month (or in the event of technical issues*). All onsite workdays will be scheduled by your supervisor and ample notice of these days will be provided to allow you to plan accordingly.

*Must be available to come into the office if having technical issues (i.e. internet connectivity) in your home office.

LOCATION + START DATE:

Remote/Hybrid - To support the onsite requirement, applicants must live within 1 hour of one of our two physical locations (Fishers, IN or Wilkes Barre, PA).

July 15, 2024

PAY + BENEFITS:

The compensation for this role is $18.00 per hour + competitive benefits package

Full-Time Benefits:

Medical, dental, vision (elected benefits start the 1st of the following month after enrollment)

401K with dollar for dollar match up to 8% of salary after 6 months

Tuition Reimbursement up to $12,000 per year after 3 months for an Associates, Bachelor, or Masters degree

Dependent child college tuition reimbursement after 3 months

Generous Paid Time Off and Vacation

7 Paid holidays

4 Paid personal holidays

Employee Assistance Program

Local employee discounts

Optional pet insurance

SCHEDULE + TRAINING:

HYBRID TRAINING: Monday-Friday, 8AM-5PM EST

(training period = 4 weeks)

SHIFT ONE• Monday - Tuesday, 12:00PM - 9:00PM• Wednesday - Friday, 8:00AM - 5:00PM• + 1 Saturday per Month, 8:00AM - 12:00PMSHIFT TWO• Monday - Tuesday, 8:00AM - 5:00PM• Wednesday - Thursday, 12:00PM - 9:00PM• Friday - 8:00AM - 5:00PM• + 1 Saturday per Month, 8:00AM - 12:00PMSHIFT THREE (+ $2.00 an hour differential)• Monday - Friday, 12:00PM - 9:00PM OFFICE AND TECHNOLOGY REQUIREMENTS:

MOHELA will provide all hardware and software. Qualified candidates must secure the following to successfully execute job responsibilities:

Reliable high-speed internet- minimum of 100mbps download/ 10 upload speed and latency less than 25-50 ms.

An Ethernet cord will be provided to you when you pick up your equipment. Do you have the capability for a wired internet connection by connecting an Ethernet cord into your server from the router/modem? (Please note: WiFI is not compatible with our systems)

Computer equipment will be provided and will need to be picked up 1-business day prior to the start of New Hire training (scheduling information will be provided 1-week before your start date).

Private workspace or home office free from distractions

Ability to work onsite as required and if and when any home internet/technical issues arise.

MINIMUM REQUIREMENTS:

High School Diploma, GED, or equivalent

6+ months of work experience, preferably in customer service, with priority given to student lending experience

An Associates or Bachelor's degree may substitute for the 6+ months of work experience.

Must live within 1 hour of Fishers, IN or Wilkes Barre, PA.

Ability to attend mandatory training first four weeks.

Ability to thrive and grow in a fast-paced, high-volume call center environment and think critically to provide customers with the information they need in an efficient and effective manner.

Superior customer service and interpersonal skills, including ability to maintain a positive, empathetic, and professional attitude toward customers at all times.

Excellent computer navigation skills, including the ability to multi-task and use dual monitors to toggle between screens and systems while speaking with customers.

Ability to develop and maintain an in-depth understanding of student loan servicing processing and possess the ability to effectively communicate program requirements in a clear and concise manner to support our customers.

Demonstrated ability to listen and "hear" the customer's concern so that the appropriate response is given.

PREFERRED QUALIFICATIONS:

Experience working in Call Center

Student lending or financial aid experience, a plus

College Degree

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

We are an EEO/AA Employer. We do not discriminate in hiring on the basis of race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, protected veteran status, or any other characteristic protected by federal, state or local law

To build a diverse workforce, MOHELA encourages applications from individuals with disabilities, minorities and veterans.

In compliance with the American Disabilities Act Amendment Act (ADAA), if you have a disability and would like to request an accommodation in order to apply for a position with MOHELA, please call please call 636.733.3700 x3571, TDD 7-1-1, or email [email protected]