Customer Service Representative

Ascent is a leading provider of innovative financial products and student support services that enable more students to access education and achieve academic and economic success. Everything Ascent offers is designed with the best-in-class teams and technology to increase every student's ability to plan, pay, and succeed in their education and career. Ascent's planning tools and financing resources are co-created by students for those in college, graduate school, and career training programs. Ascent offers financial wellness education, student success services, and one-on-one and digital career coaching that put students' academic and professional goals within reach. Ascent has been widely recognized for its strong culture – named “Best Places to Work” by the San Diego Business Journal for the past 5 years – and as an industry leader – named “Best Student Loan” by NerdWallet for the past 3 years.   

The Customer Service Representative (Temporary/Seasonal) will help guide consumers who may have applied or may apply for educational financing with Ascent.  Drawing from your existing experience in a fast-paced, multifaceted customer service environment, you will work closely with Loan Operations and guide the applicants across the finish line.  Your key areas of focus are answering inbound FAQ calls, making follow-up outbound calls, responding to emails, live chat, and performing administrative projects.

Responsibilities

• Perform standard operating procedures to meet or exceed documented service level goals. 
• Have a high degree of awareness and understanding of information security. 
• Answer general inbound calls and reach first touch resolution on borrower FAQs. 
• Make follow up outbound calls to respond to customer voicemails.
• Document customer interactions in our system of record.
• Follow and understand all compliance and operational guidelines.
• Maintain customer and prospective customer records in CRM.
• Multitasking and prioritization.
• Guiding prospective clients to ensure they review and understand their loan options.
• Role reports to the Customer Experience Manager.

Qualifications

• High school diploma or equivalent.
• Prior call center customer service experience is a plus. 
• Strong organizational skills, with a high level of attention to details.
• Must be an effective communicator, both orally and written. 
• Ability to work collaboratively.                                                                                          
• Must be competent in the use of MS Excel.
• An eagerness to learn and grow your skills.
• A drive to succeed, a sense of urgency, and a passion for work. 
• Self-starter with an upbeat attitude. 
• All-around good team player who is approachable and dedicated to helping others succeed.

Compensation & Schedule: 

• Compensation includes an hourly rate of $21.00 per hour
• Commuter monthly allowance 
• Hybrid work flexibility (Tuesday, Wednesday, and Thursday in office) 
• Must be flexible with schedule and have weekend availability