Customer Service Representative / Call Center / 100% Remote

Full job description

Are you ready for a fully-remote, work from home, professional customer service role?

Are you ready to level up your skills?

Are you ready to work for an employee-focused company that makes a difference in customer’s lives?

If you answered “yes” to these questions, IonTuition Loan Servicing may be for you!

*This is a 100% remote position. Candidates must have access to reliable internet connection.

Shift: Three days, two evenings, Saturday mornings.
Multiple locations: This position will be based remotely in one of the states listed: FL, IL, IN, MO, SC, VA

Why Join Our Team?

IonTuition is an employee-driven organization where honest open communication and feedback is embraced. Our management team consists of individuals who have been promoted within. As an associate, you can also look forward to:

Competitive benefits package including medical, dental, vison, and life insurance
Advancement opportunities
Diverse experience with supporting and working on IonTuition’s various lines of business
Work from home (WFH)
Company provided equipment

The Customer Service Representative is responsible for assisting borrowers with their private student loans, providing exceptional customer service, and ensuring compliance with regulations and company policies.

Essential Duties and Responsibilities:

Serve as the primary point of contact for borrowers regarding their private student loans.
Professionally handle a high volume of incoming calls/make outbound calls.
Welcome borrowers to ION servicing where applicable and provide an overview of loan terms, status and repayment plans; verify repayment terms and enroll borrowers in AutoPay.
Provide walk-through of servicing website and enroll borrowers if applicable.
Update borrower demographic information.
Counsel borrowers with account management, delinquency mitigation, payment processing, and resolving billing issues.
Resolve customer issues via one-call resolution guidelines and/or escalated processes.
Maintain accurate records of borrower interactions and account status in company systems.
Collaborate with internal teams to address borrower concerns and ensure timely resolution.
Comprehend training material on a variety of topics and share new concepts and content.
Adhere to all federal and state laws governing the industry.
Adhere to the client Statement of Work standards and company guidelines and policies.
Attain all Key Performance Indicators (KPIs) and monthly performance goals.

Additional Duties and Responsibilities:

Perform other duties as required.

Essential Qualifications:

Other Jobs You May Be Interested In

Organization and planning: ability to understand and determine priorities, effectively manage time and develop work plans to accomplish tasks and/or projects.
Judgment and decision making; ability to apply general rules to specific problems to produce answers that make sense.
Innovation and creativity; ability to generate and translate ideas and adapt to change.
Teamwork; effectively participate and contribute as a member of a work group.
Communication: ability to clearly organize and effectively convey information.
Strong active listening skills.
Reliability: ability to meet all attendance standards.
Flexibility: schedule flexibility to include weekends, evenings, possible holidays, and occasional overtime
Ability to navigate between multiple windows or within web-based applications.
Ability to pass a background check.
Ability to work independently in a fast-paced environment; troubleshoot software and equipment issues with minimal assistance from management and the IT department.
A dedicated area to work from in your home with Internet speed requirement of 50 Mb/s for download speeds and 10 Mb/s for upload speeds.
Ability to set up required equipment in your home.

Education and Experience:

High School diploma or GED equivalent required.
Associate’s degree preferred.
Minimum of two (2) years of experience in customer service or financial services, preferably in loan servicing.
Working knowledge of Microsoft applications including MS Word, Excel, PowerPoint, and Outlook.

Benefits:

Dental insurance
Health insurance
Paid time off
Vision insurance

At IonTuition, all aspects of employment including the decision to hire, promote, discipline, or discharge, are based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.