THECB - Customer Services Rep II (Customer Support)

Job Description

THECB is observing a hybrid telecommuting schedule with employees required to be in the office at least two (2) days per week.

We are located at the George Herbert Walker Bush building located in the capitol complex at 1801 Congress Ave. Austin, TX 78701.

General Description:

Performs moderately complex customer service activities in the Borrower Services' Customer Support Department, responding to a high volume of telephone calls and e-mails related to student loans and other financial aid programs, including account services and repayment options (e.g., deferment and forbearance eligibility). Additional responsibilities include due diligence activities, including locating and updating contact information for borrowers and cosigners, assisting in the collection of account debts, and documenting the loan management system accordingly. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment. This position reports to a Manager II - Borrower Services, Student Financial Aid Programs.

General Duties and Responsibilities:

• Responds to intermediate telephone inquiries and takes appropriate action regarding account servicing and repayment options (e.g., deferment and forbearance eligibility).

• Updates borrower and cosigner demographics and loan information, updating loan management system accordingly.

• Assists customers in troubleshooting online account access issues (password reset, account creation, etc.).

• Accurately processes borrower and cosigner telephone payments.

• Responds to intermediate inquiries and takes appropriate action regarding account servicing and repayment options (e.g., deferment and forbearance eligibility).

• Completes outbound borrower and cosigner due diligence telephone calls for state loan programs to assist in default prevention. Activities include collecting payments, processing deferments and forbearances, and offering appropriate repayment options.

• Initiates outbound skip tracing telephone calls for state loan programs to verify and obtain accurate demographic information (address, telephone, e-mail) for borrowers and cosigners by researching various sources such as credit bureaus, driving records, utilities records, and other databases. Updates loan management system accordingly.

• Processes incoming mail (including returned mail) into document management system by scanning and routing (indexing) to appropriate functional work queues.

• Applies appropriate Family Educational Rights and Privacy Act (FERPA) and Fair Debt Collection Practice Act (FDCPA) standards, in addition to all federal and state statutes, rules and regulations.

• Performs related work as assigned.

Knowledge, Skills, and Abilities:

• Knowledge of basic math.

• Knowledge of general bookkeeping principles.

• Knowledge of office practices, administrative procedures, and customer service principles and practices.

• Knowledge of Business English (including verbal communications), grammar, spelling, punctuation, and writing fundamentals, including proofing and editing documents.

• Knowledge of state and federal laws and regulations related to student loan servicing and of student loan programs administered by the Texas Higher Education Coordinating Board as it relates to the duties and responsibilities of the role.

• Skill in clear and effective written and verbal communication, working with both internal team members and external customers, in a professional and courteous manner.

• Skill to adapt to changing tasks in response to daily priorities and workload.

• Skill in empathy, patience, and positive attitude when providing assistance to internal and external customers.

• Skill in using general office equipment (data entry, personal computers, Microsoft Office suite, scanners, calculators, telephone systems, etc.).

• Skill in reviewing materials for accuracy and efficiently identifying, researching, and correcting discrepancies and errors.

• Skill in attention to detail and organization to prioritize work and complete multiple tasks efficiently and accurately.

• Ability to accept and follow instructions given in a variety of forms.

• Ability to work cooperatively and effectively in a team environment, and to handle conflict appropriately.

• Ability to prioritize work, handle multiple tasks efficiently, and work under pressure in a high-volume environment, while maintaining a high level of accuracy.

• Ability to identify and fully understand issues and to make recommendations for improvement and/or correction.

• Ability to effectively address customer needs and accurately complete mathematical calculations.

• Ability to verbally communicate routine information in a clear, organized, and concise manner.

• Ability to research and accurately interpret policies and procedures to mitigate risk as it relates to the duties and responsibilities of the role.

Military Crosswalk: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf



Qualifications:

Required Minimum Education and Experience:

• Graduation from an accredited senior high school or equivalent.

• Two years of customer service work experience responding to high volume of telephone inquiries in a service-delivery organizational setting, including experience researching, addressing, and resolving customer inquiries and related application materials.

Physical Requirements and/or Working Conditions:

Work is performed in a standard office environment and requires:

• Regular, reliable, and punctual attendance at work;

• Frequent use of personal computer, copiers, printers and telephones;

• Frequent sitting;

• Frequently works under deadlines, as a team member, and in direct contact with others.

Workforce:

Must be able to:

• Demonstrate knowledge of customer service deliverables.

• Show flexibility and adaptability toward changes in assignments and work schedules, working extended hours as necessary.

• Adhere to the organization's internal management policies and procedures.

• Contribute to the agency's performance measures and mission.

Application Requirements:

The Texas Higher Education Coordinating Board is an Equal Opportunity Employer. A State of Texas application is required to apply. For more information on how to apply for this position, go to the Coordinating Board's employment opportunities website at https://www.highered.texas.gov/about/human-resources/careers/.

The Texas Higher Education Coordinating Board participates in E-Verify for each new employees' Form I-9 to confirm work authorization. For questions, please call the HR Department at 512-427-6190. For vocal and/or hearing assistance call 7-1-1.

Notes to Applicant:

If you require any reasonable accommodation for the interview process, please inform the hiring representative who calls to schedule your interview. This position has been designated as a security sensitive position. A criminal background investigation will be conducted on the final candidate for this position.

Your job application must be completely filled out. Your application must contain dates of employment, job titles, name of employer and a description of duties performed in a way that demonstrates you meet the minimum qualifications for the position for which you are applying. Resumes do not take the place of the requirement to include this information on the application. If this information is not submitted, your application may be rejected because it is incomplete.

Veterans Information: THECB is committed to hiring Veterans. To receive Veteran's Preference, a copy of the FORM DD214 -member #4, must be attached when submitting your application.

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER: THECB does not discriminate on the basis, of race, color, religion, sex, national origin, age, or disability in employment or the provision of services.

Job offer and continuation of employment with THECB is contingent upon:

• Proof of education and experience listed on the application.

• Eligibility/authorization to work in the U.S.

• Satisfactory results from a pre-employment criminal history background check.

• Compliance with the Selective Service Law for males ages 18-25. Please be advised that under Texas law, names and other information concerning applicants or nominees may be subject to disclosure upon request.

THECB does not allow dual employment with other state of Texas agencies or institutions.

Skills assessment may be conducted at time of interview

No phone calls or emails, please. Due to the high volume of applications, we do not accept telephone calls and cannot reply to all email inquiries. Only candidates selected for interview will be contacted.