A Customer Service Representative III on the MFS Debt Management and Collection System (DMCS) contract is expected to provide knowledgeable, courteous, and professional assistance to escalated and other priority telephone inquiries. A Customer Service Representative III is familiar with all resources that support MFS DMCS operations.
This is a specialist level position responsible for disseminating information and providing assistance for areas to include some of or all of the following areas:
- Take calls or processing within all CSR I and II areas noted below in addition to escalation calls from lower level agents
- Process Credit Bureau Requests utilizing writing standard process and procedures within the knowledgebase
- Taking payment calls and notating the account regarding the payment utilizing the knowledgebase
- Addressing calls regarding default resolutions, repayments and Treasury Offset utilizing the knowledgebase
- Take all calls and provide general guidance in the English/ Spanish General Queue utilizing the knowledgebase
- Answer Snap Shot Call Type borrower inquires utilizing the knowledgebase
- Answer NSLDS Call Type borrower inquires utilizing the knowledgebase
- Answer Wage Garnishment and Social Security Administration Offset borrower inquires utilizing the knowledgebase
- Answer escalated calls from borrowers looking to speak to a senior agent
- Deescalate calls coming in from an irate borrower or address threatening callers
THE CUSTOMER SERVICE REPRESENTATIVE III MUST BE ABLE TO EVALUATE THE CALL IN ORDER TO KNOW WHEN TO TRANSFER THE CALLER TO A CUSTOMER SERVICE SUPERVISOR
- Respond to and provide knowledgeable, courteous, and professional assistance to escalated and other priority telephone inquiries
- Provide knowledgeable responses to telephone inquiries in a courteous and professional manner utilizing the provided knowledgebase
- Assist with and oversee productivity, quality, and timeliness of work in the completion of department tasks and goals
- Provide leadership and guidance in all processing activities to MFS DMCS contact center staff
- Assist in monitoring calls and analyzing quality and recommend actions for improvement to Supervisor
- Maintain, update, and track reports, spreadsheets, logs, and other documents as assigned with high degree of accuracy
- Must be able to recognize, report, and escalate system and equipment issues
- Maintain a current understanding of the processing procedures to respond to a variety of phone inquiries
- Adhere to the Culture of Responsibility policies as they relate to the confidentiality of information and protect personal identifiable information
- Continually 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 aid
- Assist with the delivery of internal employee training for new and temporary employees as requested
- Adhere to the Privacy Act as it relates to the confidentiality of information received
- Provide 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 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 Customer Service Supervisor.
- Give and receive constructive feedback on call quality or other department tasks
- Assist with correspondence unit tasks as requested
- Support the implementation of new procedures and processes
- Utilize databases and policy and procedure materials to look up and provide information to telephone inquiries
- Adhere to and support departmental metrics and goals
- Adhere to assigned work schedule
- Maintain appropriate documentation of phone inquiries
- Support contact center expectations as well as departmental and corporate policies and procedures
- May be required to work scheduled holidays, overtime/extratime, and Saturdays
- Perform other related duties as assigned
- Regular and predictable attendance is required
Required Skills
EDUCATION:
- High School diploma or equivalent required
- Some post-secondary education preferred
- Must be certified as a CSR I, II and III
Required Experience
- Minimum 12 months customer service or administrative or call center experience required.
- Experience working on MFS DMCS contract or in similar customer service environment required
- Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
- Excellent communication (both verbal and written) skills required
- Fluency in spoken and written Spanish is a plus
- Must be able to type a minimum of 23 WPM
- Proven ability to work as a member of a team is required
- PC skills, including MS Office applications, required
- Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
- Applicants must not be in default status on a federal student loan
- Federal security clearance (through the MFS DMCS contract) required