Customer Service Representative
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We’re hiring a Customer Service Representative
About our Mission and Company
Our Mission is to engineer solutions that help people make high-quality and accurate student loan repayment decisions, thereby granting our clients peace of mind, financial freedom, and a better quality of life.
PeopleJoy is a financial wellness company with a heart for helping others. We offer a range of personalized education assistance products for employers aimed at attracting and retaining talent, alleviating financial stress, and enhancing employee productivity.
About our Company Culture
Our company culture is what makes PeopleJoy a great place to work. We come from diverse backgrounds and experiences. Helping others and improving lives is what drives us. We prioritize our customers and strive to exceed their expectations. Embracing change is in our DNA, and we're always ready to adapt. Here, we find purpose, accountability, and the chance to earn respect and trust through hard work and commitment. Above all, we focus on achieving meaningful results rather than just chasing numbers.
About our Core Values
Our core values drive our vision, products, culture, and customer success: If we can sum them up in one word it’s GRIT.
"Grit" is a term used to describe a combination of perseverance, resilience, determination, and passion for long-term goals. It involves having the strength of character to persist through challenges, setbacks, and failures while maintaining a focused and optimistic mindset. Gritty individuals often demonstrate a deep commitment to their objectives, staying motivated despite obstacles and adversity. They do the little things, the things no one else wants to do, consistently and without taking shortcuts. It's a quality that enables individuals to sustain effort and interest over time, leading to eventual success in their endeavors.
About This Opportunity
PeopleJoy is seeking a dedicated Customer Service Representative (CSR) to support our mission of empowering borrowers to achieve student loan forgiveness and long-term financial stability. In this role, you will work closely with individuals to help them navigate complex student loan systems, identify affordable monthly payment plans, and stay on track for loan forgiveness programs.
Job Details
Title: Customer Service Representative
Compensation: $48,000 - $52,000 (depending on experience, plus benefits)
Reports To: Customer Success Manager
Location: Remote
Job Type: Full-Time
Benefits: Medical, Dental, 401k match, short-term and long-term disability, life insurance.
What does a Customer Service Representative do, anyway? In plain terms, this usually means:
- Providing personalized guidance to borrowers on managing their student loans and optimizing payment strategies.
- Monitoring loan forgiveness progress.
- Implementing the best repayment plans for PSLF and borrower budgets.
- Developing trust in the borrower relationship to relieve the burden and stress student loans can have.
- Conducting regular touch-base meetings to ensure borrowers remain on course for loan forgiveness.
- Contacting loan servicers on an as-needed basis.
- Managing assigned tickets in HubSpot
- Direct inbound phone inquiries to the appropriate team member
If this sounds like you, your previous education, work experience, and passions probably sound like this:
- College degree or higher
- 3+ years experience in a similar role that requires tough and sensitive conversations (e.g. financial aid office, loan servicer, tax servicer, insurance)
- You’re process-driven and well-organized
- Team player: You’ve played a team sport
- Energetic. You BYOE (bring your own energy) wherever you go.
- You’re a self-starter. You’ve taught yourself a new skill in the last year (e.g., how to code, a language, cook, public speaking, certification, etc.)
- You’re technically savvy and adapt well to frequent changes
- You communicate well
- You have a strong work ethic
Lastly, here’s what success looks like in this position:
- You have borrowers achieving forgiveness on an ongoing basis.
- Over 50% of your borrowers have PSLF months >0.
- Over 50% of your assigned borrowers have an IDR recertification date
- Notes and action items are added to the CRM within 1 hour following borrower communication (email, ticket inquiry, touch base).
- Over 60% of new borrowers have completed their pending forms.
- Emails are responded to within 24 hours.
- Setting metric goals and developing strategies to achieve them.
- Success metrics are delivered to the Customer Success Manager weekly (e.g. # of touch bases, forgiveness achieved).
- You bring innovative ideas to the team to drive company growth.
- Zero dropped balls. You deliver what you say you will deliver
