Ascent is a leading provider of innovative financial products and student support services. The Customer Service Representative will assist consumers with educational financing, focusing on answering calls, responding to emails, and guiding applicants through the process.

Responsibilities

• Perform standard operating procedures to meet or exceed documented service level goals
• Have a high degree of awareness and understanding of information security
• Answer general inbound calls and reach first touch resolution on borrower FAQs
• Make follow up outbound calls to respond to customer voicemails
• Document customer interactions in our system of record
• Follow and understand all compliance and operational guidelines
• Maintain customer and prospective customer records in CRM
• Multitasking and prioritization
• Guiding prospective clients to ensure they review and understand their loan options
• Role reports to the Customer Experience Manager

Skills

• High school diploma or equivalent
• Prior call center customer service experience is a plus
• Strong organizational skills, with a high level of attention to details
• Must be an effective communicator, both orally and written
• Ability to work collaboratively
• Must be competent in the use of MS Excel
• An eagerness to learn and grow your skills
• A drive to succeed, a sense of urgency, and a passion for work
• Self-starter with an upbeat attitude
• All-around good team player who is approachable and dedicated to helping others succeed

Benefits

• Commuter monthly allowance
• Hybrid work flexibility (Tuesday, Wednesday, and Thursday in office)

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