Customer Service Representative- Hybrid - Ascent Funding

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. 

Job Description:
The Ascent Customer Service Representative’s (Temporary/Seasonal)main area of responsibilities include but are not limited to answering inbound calls, making outbound calls, responding to emails, and performing administrative projects. Inbound calls primarily consist of borrowers inquiring about student loan processes and qualifications. Outbound calls primarily consist of returning voice mails or customer inquiries. The Customer Service Representative require a high attention to detail to follow various sets of rules and regulations regarding private and federal student loans held across multiple Servicers and Agencies. Administrative responsibilities primarily include procedural tasks such as recording and tracking documents, phone call or email follow-up in CRM, and special fact gathering assignments as needed. The Customer Service Representative reports to the Customer Experience Manager.

We are looking for Customer Service Representatives to join our team in the heart of downtown San Diego, CA working a hybrid schedule (3 days in office, 2 days remote).

Responsibilities:

• Answer inbound calls and reach first touch resolution on borrower questions or issues.
• Answer a high volume of inbound customer phone calls related to qualifications and loan statuses.
• Respond to customer emails and chats.
• Record customer interactions, open/close activities in homegrown CRM.
• Perform responsibilities following standard operating procedures to meet or exceed documented service level goals.
• Follow and understand all compliance and operational guidelines to ensure major areas of responsibilities are completed to compliance guidelines and standards.

Minimum Requirements:

• Two plus years working in customer service position performing phone and administrative responsibilities; consumer finance or student loan experience is a plus.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Customer Relationship Management (CRM) database experience.
• Ability to follow documented Best Practices and Standard Operating Procedures.
• Ability to communicate in a clear, concise, and professional manner.
• Ability to prioritize, be organized, and manage time effectively to meet service level goals.

Qualities we look for in our candidates:

• An eagerness to learn and grow your skills.
• A drive to succeed, a sense of urgency, and a passion for the work. 
• All-around good teammate who is approachable and dedicated to helping others succeed.

Bonus points if you have:

• Associate degree: advanced education is a plus.

Position Details:

• Location: Downtown, San Diego, CA (Three days in office/Two days home).
• Compensation for this position is: $21/hour.
• Full-time, temporary, with potential for permanent hire with three positions available.

 

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Equal Employment Opportunity

It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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