Job description

Customer Service Representatives

Division: PSLF

Job Title: Customer Service Representative

Position Type: SCA Non-Exempt

Salary Rate: $13.68 per hour plus $4.80 per hour * H&W

Start Date: 12/9/2022

Location: San Angelo, TX

***SPANISH SPEAKING APPLICANTS NEEDED***

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

This is a great opportunity to join our HS Financial Group, LLC (HSF) family. We have an immediate need to fill several Customer Service Representatives to work remotely (may change in the future). You will be responsible for assisting customers who call in asking questions about their student loans. We are looking for individuals who are enthusiastic, coachable, professional, ethical, and flexible. To be successful in this position you must love interacting with the customers and also know how to use a combination of phone and email skills to communicate effectively.

Our Management Team is in place to motivate, encourage, and support you to become the best Customer Service Representative you can be.

HS Financial Group, LLC offers competitive base salaries and benefits. HSF acknowledges our staff as our most important asset, treating employees fairly and fostering a family-oriented feel. Come grow with us!

Position Description

HS Financial Group is seeking motivated Customer Service Representatives who live in the San Angelo, Texas area. Bilingual (Spanish speaking) agents are needed. 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. While this is a work-from-home position at this time, you will likely 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 and a location free from distractions during working hours. WIFI is not permitted.

Essential Functions Tasks and Responsibilities

· The candidate will learn four different systems.

· Representatives will be primarily taking inbound calls and listening to the customer in where they are in the life of the loan.

· Respond to emails and chat

· 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.

· Independently solve customer issues escalating to supervisor any situation outside the employee’s control

· Establish professional relationships with internal/external customers

· Provide customer service that exceeds customer expectations

· Treat all internal/external customers and team members with dignity/respect

· Establish and maintain a professional relationship with team members and department contacts.

· You must be ready to work at your desk at your assigned time

Nonessential Functions Tasks and Responsibilities

· Perform other related duties as assigned

Reporting Relationships

Supervisor:

· As Assigned

Subordinate(s):

· None

Success Factors/Job Competencies

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

Minimum Qualifications

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

Physical Demands

· 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.

· 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.

Classification

· Non-Exempt

· SCA

· Administrative Support

Benefits

Medical, Dental, Vision, Life Insurance, Short Term, and Long Term Disability, Vacation, Sick Time, 10 Paid Holidays, Simple IRA. As well as Health and Welfare Pay equivalent to $4.60 for every hour paid (not to exceed 40 hours in a work-week).

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

If you require an accommodation in applying through this website, please contact our Recruiting Department at 440-447-6547 ext. 109.

Job Type: Full-time

Pay: $13.68 per hour

Benefits:

• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Vision insurance
• Work from home

Schedule:

• Weekend availability

Work Location: Remote

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