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Federal Student Aid CSR - Remote

Pearl Interactives

Pearl Interactives

Jacksonville, FL, USA
Posted on Saturday, November 11, 2023
Pearl Interactive Network sourcing Customer Service Representatives with an FSA Clearance or the ability to obtain clearance for future remote opportunities.

The Customer Service Representative will support incoming calls, emails, or chats regarding Federal Student Aid (FSA) Loan Servicing. You will manage inquiries and questions, notating accounts accurately with actions taken in response to the inquiries. Agents must live in Jacksonville, FL, or the surrounding area.

Why choose Pearl Interactive Network?

Join Our Team and embrace the winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. As a woman-owned, HUBZone-certified social enterprise, Pearl offers hiring priority to our Veterans, Military Spouses, and their families, as well as individuals with disabilities.

Pearl Offers Competitive Compensation And Benefits To Include

  • Rate: $16.20 per hour + employer paid Health & Wellness Dollars
  • Ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Location: Jacksonville, FL 32218

Technical, Equipment, And Remote Office Requirements

  • Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at to verify before you apply.
  • Ethernet cable access. Wi-Fi-only connectivity is prohibited.
  • Private and secure workspace within your home. Away from noise and distractions.
  • Computer equipment, monitor, and headset are provided.

Job Duties

  • Respond to incoming calls, e-mails, or chats and make outbound calls regarding Federal Student Aid
  • (FSA) Loan Servicing
  • Answer inquiries and notate accounts regarding information provided and actions taken in response
  • to those inquiries
  • Make outbound calls to follow up with customers to clarify information or provide account updates
  • Process Credit Bureau Requests utilizing established processes and procedures
  • Support Contact Center expectations as well as departmental and corporate policies and procedures
  • Utilize the feedback tool to give and receive constructive feedback on call quality and department
  • tasks
  • Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and
  • web browser to respond to inquiries and perform job duties
  • Refer escalated calls or inquiries to appropriate levels as needed
  • Process requests received via general correspondence and notate accounts regarding actions taken
  • in response to those requests

Job Requirements

  • High School diploma or GED required
  • Minimum 6 months of customer service, administrative or call center experience required
  • Must be a U.S. citizen and currently reside in the U.S,
  • Must not be delinquent or in default on any federal student loans
  • Demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
  • Ability to use basic math skills
  • PC skills, including MS Office applications required
  • Applicant will be required by contract to undergo program update training as student financial
  • assistance programs change, as well as required employee training
  • Reliable and maintain an acceptable attendance and punctuality record
  • Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed

Background/Suitability Check, And Skills Assessments Required

Pearl Interactive Network, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.