Customer Service Representative - Remote

Customer Service Representatives

Division: Servicing

Job Title: Customer Service Representative

Hourly Rate: $20.77 per hour* (*which includes $4.57 per hour of health and welfare benefit up to 40 hours a week)

Start Date: Determined after Security Clearance is granted

Location: Remote Position but must be within ½ hour of Cleveland location

***SPANISH SPEAKING APPLICANTS ENCOURAGED TO APPLY***

No experience is necessary. We have an extensive training program in place so that new employees have the opportunity to be successful. We highly encourage individuals with call center, retail, restaurant, and/or other customer service experience to apply. If you are great at building relationships, and are looking to work from the convenience of your home, then HS Financial Group, LLC is for you!

This is a great opportunity to join our HS Financial Group, LLC (HSF) family. HS Financial Group is seeking motivated Customer Service Representatives who live within 1/2 hour of the Cleveland area. Candidates selected will be assisting customers in answering their student loan questions while adhering to all Federal, State, and local laws and regulations, as well as company policies and procedures. This is a heavily scripted, high call volume position. While this is a work-from-home position at this time, you may be required to work from the office in the future. You will be provided a computer, monitor, and headset to use at home. You must have a stable internet connection minimum requirement 20 MB download and 8MB upload speed. WIFI is not permitted. You must also have a working area free from distractions and adequate childcare during working hours

Training: Must be able to attend and complete training.

Hours of training are 9 am- 6 pm EST, Monday-Friday

Hours after training:

• Monday-Friday: 8 AM-11 PM EST (During peak times shift may end at midnight)

• Saturday- 9 AM- 1 PM EST

At times, business needs may not allow for much notice resulting in staying late, shortening lunches to 30 minutes, coming in early the next day, or Saturday/Sunday shifts. Must be able to work your assigned scheduled hours, which may include mandatory overtime. Please note that shift and department changes are possible based on needs of the company.

Essential Functions Tasks and Responsibilities

• Establish and maintain a professional relationship with team members and department contacts.
• Ensure swift and accurate handling when needed, of inbound messages, chat, or emails as outlined in department procedures while maintaining quality metrics.
• Information gathered determines how to best guide the customer in assisting them to resolve their problem.
• You will work with the student loan borrower, Department of Education Ombudsman office, Office of Inspector General, Colleges, Servicers, and Collection agencies.
• Establish professional relationships with internal/external customers
• Provide customer service that exceeds customer expectations
• You must be ready to work at your desk at your assigned time
• Treat all internal/external customers and team members with dignity/respect
• Independently solve customer issues escalating to supervisor any situation outside the employee’s control
• Representatives will work in a blended inbound/outbound environment

Nonessential Functions Tasks and Responsibilities

• Perform other related duties as assigned

Success Factors/Job Competencies

• Understand and carry out oral and written instructions
• Proper telephone etiquette
• Attention to detail
• Departmental policies and procedures
• Principles and practices of customer service
• Good oral and written communication skills
• Problem resolution skills

Minimum Qualifications

• Must not have any defaulted student loans
• Previous experience working and entering information into systems preferred
• Ability to successfully complete and pass the training program
• High School Diploma required
• Ability to obtain Security Clearance through a background check
• Must be a US citizen
• One year of customer service experience preferred

Physical Demands

• While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

Medical, Dental, Vision, Life Insurance, 401K with company match up to 4%, Short Term, and Long Term Disability, Vacation, 11 Paid Holidays, retirement plan. As well as Health and Welfare Pay equivalent to $4.57 for every hour paid (not to exceed 40 hours in a work-week).

HS Financial Group offers a variety of career opportunities for driven professionals. Our business empowers our staff through professional development and a team oriented work environment.

We are offer our team the professional development, techniques and technology needed to achieve personal success, while remaining compliant with all applicable laws and regulations.

Notice

HS Financial Group, LLC is an EEO/AA Employer Female/Minority/Protected Veterans/Individuals with Disabilities

HS Financial Group, LLC is a VEVRAA Federal Contractor and this is a priority Referral of Protected Veterans