CSR I Bilingual

Company: TDB Communications, Inc.
Location: Brownsville
Posted on: June 7, 2021

Job Description:

CSR I BilingualCall Center Brownsville, TX ID: 974-240 Full-Time/RegularA Customer Service Representative I on the client contract is expected to 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 knowledge baseMaintain 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 knowledge base 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 time sheets, 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 knowledge base 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 backgroundBilingual speak Spanish fluently

Keywords: TDB Communications, Inc., Brownsville , CSR I Bilingual, Other , Brownsville, Texas