Customer Contact Center (Student Loan Advisor)

About the position

North End Teleservices is seeking a dedicated Customer Contact Center representative to join our team as a Student Loan Advisor. This role is an excellent opportunity for individuals looking to establish a career in customer service while supporting student borrowers with their inquiries. Our company prides itself on being family-oriented and team-driven, fostering an environment where diversity, equity, and inclusion are paramount. As we continue to grow, we offer numerous opportunities for career advancement within the organization. After 90 days of employment, employees may qualify to work from home, provided they maintain good standing in attendance, compliance, and performance metrics. It is essential to uphold these standards to retain the work-from-home privilege, as failure to do so will necessitate returning to the office.

Responsibilities
• Take incoming calls and respond to customer inquiries regarding student loans.
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• Utilize chat and make outbound calls as necessary to assist customers.
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• Provide detailed information and process applications for student loans.
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• Resolve any emerging problems that customer accounts may face with accuracy and efficiency.
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• Practice active listening and communicate clearly and professionally with customers.
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• Follow established policies and standard operating procedures during customer interactions.
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• Document calls and maintain accurate records of customer interactions.

Requirements
• Strong communication skills, both verbal and written.
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• Ability to practice active listening and demonstrate empathy towards customers.
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• Familiarity with standard technology such as telephones, email, and web browsers.
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• Ability to navigate pre-scripted responses and provide accurate information to customers.
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• Understanding of ethical and privacy rules related to customer service.

Nice-to-haves
• Experience in customer service or call center environments.
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• Knowledge of student loan processes and regulations.

Benefits
• Competitive pay
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• Sick time accrual starting immediately after training completion
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• Special event days throughout the year
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• $25,000 Life Insurance paid for by North End Teleservices
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• Paid holidays from day one of employment if criteria are met.