**Experienced Customer Service Representative – Federal Student Aid Loan Servicing**

At arenaflex, we're committed to delivering exceptional customer service experiences that make a lasting impact on the lives of our clients. As a Customer Service Representative on our Federal Student Aid Loan Servicing team, you'll play a vital role in providing top-notch support to students, parents, and borrowers navigating the complexities of federal student aid. If you're passionate about helping others, possess excellent communication skills, and thrive in a fast-paced, dynamic environment, we encourage you to join our team. **About arenaflex** arenaflex is a leading provider of innovative solutions to the public sector, with a strong commitment to delivering exceptional customer experiences. Our team of dedicated professionals is passionate about making a difference in the lives of our clients, and we're seeking like-minded individuals to join our ranks. As a remote Customer Service Representative, you'll have the opportunity to work from the comfort of your own home while still being part of a dynamic, supportive team. **Job Summary** As a Customer Service Representative on our Federal Student Aid Loan Servicing team, you'll be responsible for responding to incoming calls, chats, and emails from students, parents, and borrowers regarding federal student aid loan servicing. You'll work closely with our team to resolve issues, provide accurate information, and ensure that our clients receive the highest level of service. This is a remote position, but you must live within 1 hour of Jacksonville, FL and be willing to work onsite for up to one week. **Training and Development** arenaflex is committed to providing our employees with the training and development they need to succeed. As a new hire, you'll participate in a comprehensive, paid training program that will equip you with the knowledge and skills necessary to excel in this role. Our training program includes: * 4 weeks of remote training, Monday - Friday, 9am-5:30pm ET * No time off is permitted during training * Ongoing training and development opportunities to help you grow in your career **Essential Duties and Responsibilities** As a Customer Service Representative on our Federal Student Aid Loan Servicing team, you'll be responsible for: * Handling customer service inquiries and problems via the telephone, recording consistent problem areas * Responding to e-mail inquiries and providing accurate information to clients * Using computerized systems for tracking, information gathering, and/or troubleshooting * Referring clients to published materials, secondary sources, or more senior staff as needed * Utilizing available systems, knowledgebase, and standard technology to respond to inquiries and perform job duties * Processing requests received via general correspondence and notating accounts regarding actions taken in response to those requests * Supporting Contact Center expectations as well as departmental and corporate policies and procedures * Maintaining regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks * Assisting with Credit Bureau Requests utilizing established processes and procedures * Referencing escalated calls or inquiries to appropriate levels as needed **Minimum Requirements** To be considered for this role, you must: * Possess a High School diploma or equivalent with 6 months of customer service experience * Be able to speak, read, and write in English fluently * Have basic math and PC skills, including MS Office applications * Demonstrate excellent interpersonal skills and the ability to organize simultaneous tasks * Be available to support all FSA programs via reassignment between programs (moving from one program to another), as needed **Additional Requirements** As a Customer Service Representative on our Federal Student Aid Loan Servicing team, you'll also be required to: * Reside in the U.S. and be a U.S. citizen * Pass a criminal background check * Be available to work scheduled holidays, overtime, and weekends * Effectively read a prepared/written script out loud * Not be in default on any federal student loans * Obtain and maintain a favorable clearance, as determined by the Department of Education * Obtain and maintain a PIV-I card, which must be picked up in person **Home Office Requirements** To ensure your success as a remote Customer Service Representative, you'll need to: * Have internet speed of 25 mbps or higher (you can test this by going to www.speedtest.net) * Use a hardwired internet (ethernet) connection router, not Wi-Fi * 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 * Pick up all equipment in our Jacksonville, FL office **Compensation and Benefits** As a Customer Service Representative on our Federal Student Aid Loan Servicing team, you'll enjoy: * 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 own 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 **Equal Employment Opportunity** arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to creating a diverse and inclusive workplace that values the unique experiences and perspectives of our employees. We welcome applications from all qualified candidates, including those with disabilities, veterans, and members of underrepresented groups. **Pay Transparency** arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. **Hourly Base Pay Minimum and Maximum** $17.20 **Remote Work** Yes If you're passionate about delivering exceptional customer service and making a difference in the lives of our clients, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and discover a career that's full of purpose and possibility. Apply for this job