Hybrid Customer Care Specialist - Wilkes-Barre, PA

Are you passionate about helping others? If so, we want you on our team!

Navient is looking for team members who will provide exceptional service and support to our customers!

• Must live within 1 hour of Wilkes-Barre, PA

• Start May 13th, 2024

• Interviews will be conducted virtually via Microsoft Teams.

• Bilingual applicants fluent in both English and Spanish encouraged to apply. (bilingual differential available)

WHAT WE DO:

We provide expert guidance, asset management, and business processing solutions to education, healthcare, and government clients at the federal, state, and local levels. Our passion and commitment to helping our clients and millions of Americans achieve financial success is what makes us an industry leader!

WHAT YOU'LL DO:

As a Customer Care Specialist, you'll play a critical role in assisting our customers as they navigate successful management and repayment of their loans. By speaking with our customers on inbound and outbound calls you will be the voice of Navient, guiding them through their options to achieve account resolution while providing them with support that is easy and reliable.

LOCATION + START DATE:

• Remote/Hybrid

• To support the onsite requirement, applicants must live within 1 hour of our location in Wilkes-Barre, PA

• May 13th, 2024

PAY + BENEFITS:

The compensation for this role is $16.00 per hour + competitive benefits package.

Candidates fluent in English and Spanish will also be eligible for a bilingual differential of $1/hr after successfully completing training and the required assessment.

Joining our team provides:

• 3 weeks of PTO (increases to 4 weeks after just 1 year of service)

• Medical, dental, vision (elected benefits start the 1st of the following month after enrollment)

• 401K (plus employer match)

• Tuition Reimbursement

• Employee Assistance Program

• Local employee discounts

• Optional pet insurance

SCHEDULE + TRAINING:

As a hybrid employee, your schedule will include a mixture of work-from-home and in-office scheduling.

• During the New Hire Training period, your technical training will primarily be virtual (lasting approximately the first 3 weeks), but you will be scheduled to be in office at least once during those 3 weeks to job shadow with a tenured agent prior to starting the phone training portion of the curriculum.

• When you begin to take phone calls (during the 4th week of training), you will be on-site to ensure you have hands-on support, as well as additional opportunities to shadow tenured agents who will be available to provide coaching and feedback.

• After New Hire training concludes, you will be required to work onsite at least 3 times per month (or in the event of technical issues*). All onsite workdays will be scheduled by your supervisor and ample notice of these days will be provided to allow you to plan accordingly.

• Must be available to come into the office if having technical issues (i.e. internet connectivity) in your home office.

HYBRID TRAINING:

Monday-Friday, 8AM-5PM EST

(training period = 4 weeks)

SHIFT ONE

• Monday

• Tuesday, 12:00PM - 9:00PM

• Wednesday

• Friday, 8:00AM - 5:00PM

• • 1 Saturday per Month, 8:00AM - 12:00PM

SHIFT TWO

• Monday

• Tuesday, 8:00AM - 5:00PM

• Wednesday

• Thursday, 12:00PM - 9:00PM

• Friday

• 8:00AM - 5:00PM

• • 1 Saturday per Month, 8:00AM - 12:00PM

SHIFT THREE (+15% differential)

• Monday

• Friday, 12:00PM - 9:00PM

OFFICE AND TECHNOLOGY REQUIREMENTS:

Navient will provide all hardware and software. Qualified candidates must secure the following to successfully execute job responsibilities:

• Reliable high-speed internet- minimum of 100mbps download/ 10 upload speed and latency less than 25-50 ms

• Computer equipment will be provided and will need to be picked up 1-business day prior to the start of New Hire training (scheduling information will be provided 1 week before your start date).

• Private workspace or home office free from distractions

• Ability to work onsite as required + if any home internet/technical issues arise

MINIMUM REQUIREMENTS:

• High School Diploma, GED, or Equivalent

• 6+ months of work experience, preferably in customer service, with priority given to student lending experience (Associates or Bachelor's degree may substitute for the 6+ months of work experience.)

• Must live within 1 hour of Wilkes-Barre, PA

• Ability to attend mandatory training your first four weeks of employment.

• Ability to thrive and grow in a fast-paced, high-volume call center environment and think critically to provide customers with the information they need in an efficient and effective manner.

• Superior customer service and interpersonal skills, including ability to maintain a positive, empathetic, and professional attitude toward customers at all times.

• Excellent computer navigation skills, including the ability to multi-task and use dual monitors to toggle between screens and systems while speaking with customers.

• Ability to develop and maintain an in-depth understanding of student loan servicing processing and possess the ability to effectively communicate program requirements in a clear and concise manner to support our customers.

• Demonstrated ability to listen and "hear" the customer's concern so that the appropriate response is given

PREFERRED QUALIFICATIONS:

• Experience working in Call Center

• Student lending or financial aid experience

• College Degree