Central Research, Inc.

Customer Support

• Assist student loan borrowers with account questions, repayment options, and applications
• Handle inbound and outbound calls in a fast-paced, high-volume contact center
• Provide accurate, professional, and courteous support on every call
• Follow federal regulations, company policies, and data security requirements
• Meet established performance metrics and quality assurance standards

Customer Service Representative, Bilingual Spanish

• Provide advanced borrower and school support for the Federal Perkins Loan Servicing Program
• Scan Perkins loan documents submitted by higher education institutions
• Apply federal record retention schedule requirements to maintain and store records throughout their lifecycle
• Answer incoming telephone calls, emails, and online inquiries promptly and professionally
• Document all customer interactions accurately in the Perkins Servicing System
• Support end-to-end loan assignments while ensuring proper documentation and compliance
• Coordinate with educational institutions for timely data submissions
• Process loan assignments received from schools
• Perform quality checks to maintain data accuracy
• Process customer requests, account updates, applications, payments, and service changes
• Research and resolve borrower and institution concerns, identify solutions, and follow through to completion
• Escalate complex borrower or school issues to the appropriate area
• Meet performance standards for quality, productivity, attendance, and customer satisfaction
• Contribute to continuous service and process improvements

Customer Service Specialist

• Serve as a direct telephone point of contact for disaster survivors and callers seeking federal assistance, registration services, status information, or referrals
• Determine caller needs using approved procedures and scripts
• Provide accurate FEMA-approved instructions, information, telephone numbers, and referrals
• Conduct scripted interviews and collect required caller information
• Enter caller-provided information into FEMA Windows-compatible databases and approved systems
• Perform Registration Intake, Basic Helpline, Transitional Sheltering Assistance, outbound calling, document review, validation, and specialized processing when assigned and trained
• Attend pre-shift meetings and briefings and remain current on event-specific information and policy changes
• Follow FEMA-approved scripts, job aids, standard operating procedures, work instructions, and supervisor direction
• Maintain availability during assigned production periods and meet customer service, quality, productivity, attendance, schedule-adherence, and call-handling standards
• Participate in quality monitoring, coaching, calibration, remedial training, and performance-improvement activities
• Protect FEMA personally identifiable information and other protected information
• Report system, security, privacy, technical, and operational issues through established procedures
• Perform other related duties based on FEMA support levels and applicable Call Order requirements