Job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

The role of the Processing Representative is to provide superior quality when processing each transaction. This includes following all ECSI processing policies and accurately completing transactions in a timely manner while also complying with federal student loan regulatory policies and procedures. The Processing Representative will also participate in team activities to support the ECSI service initiatives.

Essential Duties and Responsibilities

• Must be able to work independently on tasks assigned to you on a day by day basis
• Must be able to perform all aspects of Basic Production including: sorting and distributing incoming mail utilizing the Global Search function to identify and route mail accurately when necessary
• Responsible for learning, understanding and applying all student loan regulations, policies and procedures and passing regulation certification
• Ability to utilize the following areas of SAL to research and resolve client issues: Primary window, memo, history, prior bills/billing history and credit bureau reporting.
• Answer, investigate and/or initiate actions on customer inquiries, requests or complaints on all loan products and services efficiently from the following customer access channels: Team Support. Follow-up as required to ensure customer satisfaction.
• Responsible for answering inquiries from all customer access channels regarding basic loan/account information.
• Process all paperwork and adjustments received accurately to keep borrower accounts current including deferment, forbearance, cancellation, AmeriCorps, Loan Verification forms, and E-Oscar.
• Process loan intakes on behalf of the Department of Education.
• Utilize the Employee website to view scanned images to answer questions about submitted paperwork, view Electronic Bills and Current Account Balance screens to assist with payment questions and access historical information to check the status of electronic check and credit card payments.
• Responsible for continually updating personal knowledge of changes to company products/services, technology, regulations and policies and procedures, and call center practices and policies.
• Participate in training to improve skills, performance levels and overall personal development.
• Consistently exceed set performance standards for service quality, accuracy and volume. Work with supervisor to jointly set performance goals and determine methods of improving performance.
• Consistently meet established standards for adhering to shift, break, and lunch schedules to support production goals.
• Job duties, responsibilities, schedule and activities, including physical work location, may change or new ones may be assigned at any time with or without notice.

Qualifications

Experience, Education and Licensure

• Minimum of high school diploma
• Currently enrolled in college or college graduate preferred
• One year in customer service or sales environment
• Excellent interpersonal and motivational skills
• Innovative and highly motivated self-starter
• Ability to work with minimum supervision
• PC literacy
• Detail oriented

Language Skills

• Ability to read, analyze, and interpret Federal loan regulations and multiple, moderately complex internal support documentation platforms
• Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers
• Ability to utilize verbal skills to de-escalate highly dissatisfied customers without supervisor intervention

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 stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Work Environment

Work environment characteristics 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 exposed to weather conditions prevalent at the time
• The noise level in the work environment is usually moderate

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• Life insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Township of Moon, PA: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Work Location: In person

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