Bilingual Customer Service Specialist
This position is to support the US Department of Education (TIVOD program) Federal student loan program. Working hours:Mon-Fri 9:30am-6pm EST The Customer Service Specialist I – Bilingual (Spanish) provides routine customer support across inbound calls, outbound calls, email, web chat, and back-office service functions. This role supports customer satisfaction and service level agreement adherence by completing daily operational tasks, assisting with transaction processing, researching customer issues, documenting interactions, and helping resolve processing errors in accordance with established program guidelines. Bilingual communication capability in Spanish and English is essential to support customers effectively across multiple service channels
Responsibilities
- sProvide routine inbound call, outbound call, email, and web chat support to customers while delivering courteous, accurate, and timely service
- Perform back-office support activities to assist customer service operations and program requirements
- Support customers in submitting and processing origination and disbursement transactions or create and submit transactions on behalf of the customer when required
- Assist customers with award origination and disbursement processing and help identify and resolve related processing issues
- Conduct customer outreach to support resolution of batch edits, processing errors, missing documents, missing signature pages, and data correction issue
- Provide monitoring support and follow-up for batch processing issues, edit code rejects, and requested issue resolution activities
- Log new cases and update existing cases to document each customer interaction conducted by phone, email, or web chat in the web-based agent desktop application
Qualifications
- High school diploma or GED
- 1 to 2 years of call center experience
- 1 + years of customer service, public relations, or related support experience
- Ability to obtain and maintain a security clearance (Public Trust)
- Ability to adapt and perform successfully during periods of high call volume
- Candidates must be fluent in English and Span