Customer Service Specialist II at ASM Research (Washington DC)

| Washington DC
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Customer Service Specialist II

Fairfax, VA

Responsible for processing paper Master Promissory Notes/Endorser Addendums, and Manifest accurately. Applies skills and experience to show a focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).

Job Responsibilities
• Process paper Master promissory notes/Endorser addendums and Manifest accurately.• Data entry of paper documents into various systems/ databases.• Clearly enter reject reasons so agents/borrowers and school understand requirements. • Prepare documents for outgoing mail. • Assist Supervisors/Support Team with questions regarding rejects when applicable.• Process paper FISAPS and Lobby Forms accurately. • Identify errors within FISAPS and Lobby Forms.• Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures. • Create cases within Oracle Service Cloud (OSC) for FISAPS and Lobby forms.• Support Services shall be executed in compliance with processing and program guidelines published by Customer.
• Will answer inbound school calls remotely the three days per week not in office.

Minimum Qualifications

High School Diploma or GED
2-5 years of related experience in Customer Service or public relations
Ability to report onsite in Fairfax, VA a minimum of 2 days per week

Other Job Specific Skills
• Basic COD/APP knowledge and procedures a plus. • Strong verbal and written communications skills.• Great attention to detail.• Strong attention to detail and accuracy.• Able to maintain a strong typing average.• Exceptional problem solving and organizational skills. • Able to Multitask and to adapt to new processes or procedures.• Basic computer software knowledge (Microsoft tools- Email, IM, excel, word etc). • Ability to interact effectively with others• Familiar with the promissory note/Manifest process for borrowers/schools.

U.S. Citizenship Required: Yes

COVID-19 Vaccination Required: Yes

Light office dutieswhich may include sitting for prolonged periods of time, viewing digitalscreens for prolonged periods of time, lifting up to 10 pounds, use of a deskor mobile phone, typing on a keyboard, writing with a pen, pencil, or stylus, etc.
EEO Requirements
It is the policyof ASM that an individual's race, color, religion, sex, disability, age, sexualorientation or national origin are not and will not be considered in anypersonnel or management decisions. We affirm our commitment to thesefundamental policies.
All recruiting, hiring, training, andpromoting for all job classifications is done without regard to race, color,religion, sex, disability, or age. All decisions on employment aremade to abide by the principle of equalemployment.
The physical requirements described in"Knowledge, Skills and Abilities" above are representative of those which mustbe met by an employee to successfully perform the primary functions of thisjob. (For example, "light office duties' or "lifting up to 50 pounds"or "some travel" required.) Reasonable accommodations may be made toenable individuals with qualifying disabilities, who are otherwise qualified,to perform the primary functions.
The preceding jobdescription has been designed to indicate the general nature and level of workperformed by employees within this classification. It is not designedto contain or be interpreted as a comprehensive inventory of all duties,responsibilities and qualifications required of employees assigned to thisjob.
More Information on ASM Research
ASM Research operates in the Information Technology industry. The company is located in Fairfax, VA and San Antonio, TX. ASM Research was founded in 1978. It has 1180 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 29 open jobs at ASM Research, click here.
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