Call Center Representative

PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.
Give back tomorrow by joining us today!

Salary: $16.00/hour (+ A $1 shift differential will be provided for the 12:00 PM – 9:00 PM shifts)

Pay Increase: Pay will increase to $17.50 after 6 months of continuous employment (includes shift differentials)

Training Shift: Monday through Friday 8:00 AM – 4:30 PM

Long Term Shift: Monday through Friday 12:00 PM – 9:00 PM or 12:30 -9:00 PM

Location: 1200 North 7th Street, Harrisburg, PA 17102/Hybrid 2 days a month onsite

Department: AES Contact Center

PHEAA's AES team is seeking qualified Call Center Representatives to help us make a difference in the lives of millions of students!  It is our daily goal to meet our public service mission—creating affordable access to higher education. We take pride in educating borrowers on the long-term impact of student loan borrowing and their repayment options! 

This entry-level clerical wage position provides outstanding customer service to our student loan borrowers. Our knowledgeable staff creates a comprehensive training program to ensure our team members are destined for success. Our dedicated Call Center Representatives provide a positive experience for all customers. As you become more confident and proficient in phone work, you may have the opportunity to develop your professional knowledge further and train on processing tasks.

Additional Benefits:

Call Center Representatives can enroll in the Bronze Medical Insurance plan from day one of employment and will be required to join the State Employees Retirement System. Learn more about these benefits here: https://www.pheaa.org/about/careers/index.shtml 

Primary Duties and Responsibilities:

Call Center Representatives answer inbound calls, handling various complex account issues.

Answer questions, identify the root cause of the call, and research to resolve the customer inquiry upon first contact. Interactions with customers are based on federal regulations, PHEAA objectives, and department policies.

Assist customers with troubleshooting online account issues and utilizing available online tools.

Update customer and account information as needed.

Process incoming correspondence, forms, or other documents received from customers.

Counsel customers in successfully repaying their student loans. This includes but is not limited to answering payment and billing inquiries, discussing repayment plan options and eligibility, payment alternatives, interest accrual, forgiveness programs, and consolidation.

Handle complex or escalated call types and assist with resolution.

Will work with one or multiple customer support lines.

Additional Job Requirements:

Must complete a 6-week training program that combines lecture and practice on live customer accounts and performs account adjustments. Due to the amount and complexity of information, time off will not be permitted during the training period.

Ability to multi-task, problem-solve, and perform in-depth research while assisting the customer

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.  Our organizational culture promotes diversity, equity, and inclusion at all levels of the organization.

Required Skills