**Job Title:** Student Loan Client Support Representative
**Summary:**
The Student Loan Client Support Representative serves as the initial point of contact for clients or network members reaching out to the CA DFPI Student Loan Network. This role necessitates a detail-oriented individual capable of multitasking and engaging effectively with callers. Responsibilities include managing incoming calls, the student loan email inbox, and website chats, supporting network counselors and clients, and providing administrative assistance for the grant. This position involves frontline triage and directing callers to the network.
**Essential Duties and Responsibilities:
- Provide frontline triage services and coordinate intake and referral services for student loan borrowers.
- Promptly address incoming calls and emails, determine the nature of inquiries, and provide appropriate assistance.
- Educate clients on student loan repayment options, default implications, and the importance of timely payments.
- Stay updated on federal and private student loan regulations, policies, and programs to communicate changes to clients.
- Collaborate with financial coaches and counselors to integrate student loan counseling into clients' financial wellness plans.
- Maintain a comprehensive database to track network referrals and participate in training related to student loan counseling best practices.
**Administrative Responsibilities:**
- Schedule and confirm appointments for clients.
- Follow the Phone Status Policy to handle inbound and outbound calls effectively.
- Conduct outbound calls for follow-up and data collection.
- Maintain client management database with accurate information.
**Knowledge, Skills, and Abilities:**
- Strong customer service, interpersonal, oral and written communication skills.
- Ability to work in a team, uphold ethics and professionalism, and adapt to changes.
- Proficiency in organizational support, planning, and organizing tasks.
- Demonstrated dependability, initiative, and strong reasoning ability.
- Computer proficiency, including Microsoft Office applications.
**Education and Experience:**.
- Associate degree required, bachelor's degree preferred.
- Financial counseling certification preferred (AFCP, NACC, CFP).
- 1-2 years of related experience or equivalent combination of education and experience preferred.
**Other Skills:**
- Bilingual capabilities are a plus.
**Physical Demands:**
- Regularly required to sit, talk, or hear, communicate confidently over the telephone and in person, and view computer monitors.
**Work Environment:**
- Remote position requiring a private, quiet workspace.
**Hours:** 9 AM - 6 PM PACIFIC Time.
Employment Type: Full-Time
Salary: $ 27.00 28.00 Per Hour
