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| Customer Service Representative |
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| Department: |
Student Loan Servicing |
| Location: |
Louisville |
| Supervisor: |
Loan Servicing Team Leader |
| Status: |
Full-time, Non-Exempt |
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| Summary |
| Performs telephone customer service duties by servicing student loan accounts
by using state of the art technology including computer terminals, workstations, and automated dialers. |
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| Job Duties |
- Contact borrowers by telephone and written correspondence to assist the borrower in repaying
the account within the limits of the laws, regulations, policies, and procedures governing the servicing
of student loans.
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Enters administrative forbearances when appropriate.
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Researches accounts for errors and processes requests for account adjustments.
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Documents, in the borrowers record, all attempts to contact the borrower and contacts.
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Responds to borrower inquiries.
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Performs numerous servicing related special duties as assigned.
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Demonstrates excellent telephone communication skills.
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Consistently meets Department Goals set forth in the Strategic Plan worksheet.
- Assignments and daily tasks are completed by specific deadlines as set forth in the Loan Servicing
Functional Performance Standards.
- Consistently meets expectations set forth in the AGI servicing agreement.
- Performs manual note reviews for AGI private and federal loan applications/notes as needed.
- Counsels borrowers on deferment eligibility or other pay options.
- Performs other duties as assigned.
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| Minimum Qualifications |
- High school graduate or equivalent.
- Two years of customer service experience.
- Working knowledge of student loans preferred.
- Computer experience.
- Must possess strong inter-personal skills.
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