Goldschmitt and Associates LLC (G&A) specializes in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery. Founded in 1998, G&A has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. In addition, we’ve earned multiple prestigious business awards, including the 2022 SECAF Award of Excellence, which highlights organizations that represent excellence within their communities, their industry, and towards their employees, the 2022 INC500 Regionals Mid-Atlantic Region Rank #39 in growth and the 2022 INC VET100 Top Fastest Growing Service Disabled Veteran Owned Businesses. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our “family” of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows.

Summary:

Goldschmitt and Associates is seeking Customer Service Representatives (CSRs) to perform contact center support for the federal contract of a nationally recognized leader in student loan servicing.

This is a highly professional and fast-paced environment. CSRs will provide efficient and accurate handling of student loan inquiries, perform account changes, and counsel to and establish personalized repayment plans within policies and Federal and State regulations.

CSRs will be expected to provide exceptional customer service while adhering to quality expectations for inbound and outbound customer interactions.

To protect customer data, the highest levels of privacy and security are required. New Hires will be well-trained to understand federal policies and regulations and the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry.

This position is remote; however, all applicants must live within 30 minutes of our location in Chesterfield, MO. You also must be able to have/get hardwired (not wireless) Internet due to security.

Training is completed from 8 AM - 5 PM CT, Monday through Friday and is an 8-week training curriculum. After training is completed, you will be assigned to your regularly scheduled shift. Your assigned shift will be a 40-hour shift during the call center hours, which are Monday – Friday, 7 AM-10 PM CT and Saturday, 9 AM - 1 PM CT.

Please note, all candidates MUST be available until at least 8 PM CT. At this time, we are ONLY hiring for shifts that end in the evening.

Job Duties and Responsibilities:

• Ensure efficient and accurate handling of inquiries regarding student loans and perform appropriate account updates/changes, counsel to and establish personalized repayment plans within policies and Federal and State regulations.
• Ensure the efficient and accurate handling of borrower inquires in an inbound/outbound blended highly productive call center environment while meeting quality assurance and key performance and department procedure expectations.
• Ensure swift and accurate handling, when needed, of inbound messages or emails as outlined in department procedures while maintaining quality metrics.
• Ensure efficient and accurate completion of customer applications to meet the guidelines outlined in department procedures.
• Ensure the highest levels of privacy and security to protect the client, their customers, and business partners while providing exceptional customer service.

Necessary Skills and Knowledge:

• Possess a friendly and professional speaking voice and patient demeanor.
• Possess outstanding attendance and punctuality skills.
• Possess the ability to provide excellent customer service.
• Possess strong verbal and written communication skills.
• Possess excellent time management and multi-tasking skills.
• Possess strong computer skills.

Minimum Qualifications:

• Possess the ability to obtain and maintain a Public Trust clearance. Requirements or potential issues are as follow:
  • Employees must not be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due).
  • Employees must possess sole US citizenship.
  • Any felonies or misdemeanors within the past 7 years could cause issue in obtaining.
• Possess a high school diploma or equivalent certification, such as the GED.
• Possess at least 6 months of Contact Center or Customer Service experience.
• Possess reliable high-speed internet.
• Possess or have access to reliable transportation throughout the tenure of your employment to our location in Chesterfield, MO in order to complete the onboarding and security processes, in case of internet or power failure, or additional professional situations not listed.

Preferred Qualifications:

• Possess a Bachelor’s degree

Goldschmitt and Associates is an equal opportunity employer. Goldschmitt and Associates does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company.