CSR

Company: TDB Communications, Inc.
Location: Pharr
Posted on: June 9, 2021

Job Description:

CSRCall Center Pharr, TX ID: 1041-240 Full-Time/RegularBy being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services. An eOscar agent is expected to process inbound credit bureau requests received by the four major credit bureaus utilizing the eOscar website. These requests are a result of a borrower inquiring on a recent credit bureau automated update made regarding their student loan. Provide knowledgeable responses to telephone inquiries in a courteous and professional manner utilizing the provided knowledgebaseMaintain a current understanding of the processing procedures to respond to a variety of phone inquiriesAdhere to the Culture of Responsibility policies as they relate to protecting personally identifiable informationContinually look for and suggest process improvements which will benefit our customers (internal and external)Maintain up-to-date knowledge of federal regulations and policies as they apply to student financial aidProvide assistance for new and temporary employees as instructedAdhere to the Privacy Act as it relates to the confidentiality of information receivedProvide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing the knowledgebase provided to answer borrower inquires.Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training.Follow established and documented policies and standard operating procedures such as filling out their own timesheets, adhering to privacy rules and responding to numerous phone inquiries.Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.Refer calls as required to Tier 3 or 4.Utilize the feedback tool to give and receive constructive feedback on call quality and department tasksAssist with correspondence unit tasks as requestedIf assigned to correspondence, complete borrower credit bureau updates, form processing, and sortingSupport the implementation of new procedures and processesReport operation problems that occur and assist with the resolutionUtilize knowledgebase and policy and procedure materials to provide information to telephone inquiriesAdhere to and support departmental metrics and goalsAdhere to assigned work scheduleMaintain appropriate documentation of phone inquiries or correspondence tasksSupport contact center expectations as well as departmental and corporate policies and proceduresMay be required to work scheduled holidays, overtime, and SaturdaysPerform other related duties as assignedRegular and Predictable Attendance is RequiredMust be a US CitizenMust not have default student loansCleared Credit HistoryAble to pass MAXIMUS and Federal backgroundeOscarAn eOscar agent is expected to process inbound credit bureau requests received by the four major credit bureaus utilizing the eOscar website. These requests are a result of a borrower inquiring on a recent credit bureau automated update made regarding their student loan. They will assist with Inbound phone calls as needed.

Keywords: TDB Communications, Inc., Pharr , CSR, Other , Pharr, Texas