REQ#: RQ170497Public Trust: MBI Full 5C (T3) Requisition Type: Pipeline Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.

Job Description

The FSA ID, comprised of a user-selected username and password, provides the method by which students, parents, and borrowers authenticate their identity to access their federal student aid information. The FSA ID Help Desk assists students, parents, and borrowers to resolve issues regarding creation and use of FSA IDs.

JOB RESPONSIBILITIES:

Assist students, parents, and borrowers to resolve issues regarding creation and use of FSA IDs in a timely, courteous, and professional mannerProvide assistance to callers in both English and SpanishAcquire and maintain an understanding of various Department of Education processes, procedures, and Web sitesEngage in active listening to diagnose problems, and use various reference sources to rapidly lead callers to problem resolution.Adhere to Privacy Act as it relates to confidentiality of information releasesAccurately and efficiently maintain all required call logs and phone documentationWork overtime as neededPerform other duties as assignedRegular and Predictable Attendance is RequiredSPONSORSHIP NOT AVAILABLE

EDUCATION / EQUIVALENT TRAINING:

High School diploma or GED required

EXPERIENCE:

Minimum 1 year of customer service experience requiredExperience supporting Web-based applications strongly preferredAbility to organize simultaneous tasks for individual assignments and maintain flexibility in work scheduling and assignments requiredMust be a self-starter and have the ability to work successfully both in a team environment and independentlyExcellent verbal and written communication skills and strong interpersonal skills requiredMust have minimum typing speed of 20 WPM

UNIQUE/ADDITIONAL REQUIREMENTS:

Must not be in default on a Federal Student LoanMust be proficient in both English and Spanish verbal communication