Participant Services Representative I

The Participant Services Representative I delivers routine, high-volume customer support through inbound and outbound calls, email, web chat, and back-office processing activities. This seasonal, remote role supports accurate and timely transaction processing while maintaining customer satisfaction and adherence to established service-level agreements.

The representative assists customers with origination and disbursement activities, resolves processing errors and missing-information issues, documents each interaction in the designated agent desktop application, and follows established processing and program guidelines. The role requires sound judgment, strong attention to detail, courteous communication, and the ability to perform effectively during periods of high call volume.

• →Respond to routine inbound and outbound customer contacts through phone, email, web chat, and outreach activities while delivering timely, accurate, and courteous service.
• →Assist customers with submitting and processing origination and disbursement transactions, including creating and submitting transactions on a customer’s behalf when authorized.
• →Research and resolve routine processing issues, including batch edits and errors, rejected transactions, missing documents, signature-page deficiencies, and data corrections.
• →Provide customer support related to award origination and disbursement processing, including identifying issues and explaining next steps needed to complete processing.
• →Monitor and conduct outreach related to batch-processing issues, edit-code rejects, unresolved errors, and requested follow-up activities.
• →Create new cases and update existing cases in the designated web-based agent desktop application to document every phone, email, and web-chat interaction accurately and completely.
• →Manually link and unlink award records and promissory or agreement-to-serve notes in accordance with established procedures.
• →Research and confirm transaction-processing status for customer data, including promissory notes, batch status, counseling records, borrower information, grant-recipient information, and borrower-servicer information.
• →Analyze routine borrower-data-integrity issues identified by customers and escalate complex or unresolved issues through established channels.
• →Perform all services in accordance with applicable processing procedures, program guidance, quality standards, and service-level agreements.

• High school diploma or GED.
• Zero to two years of call-center, customer-service, public-relations, or comparable customer-facing experience.
• Ability to provide effective, tactful, and courteous customer service while handling sensitive or time-sensitive customer concerns.
• Strong verbal, written, and listening skills, with the ability to interpret customer-provided information and communicate clear next steps.
• Demonstrated ability to work accurately and maintain attention to detail when documenting cases, processing transactions, and updating customer records.
• Ability to adapt successfully to fluctuating workload demands, including sustained periods of high call volume.
• U.S. citizenship and the ability to obtain and maintain a Public Trust suitability determination.

• Experience supporting customers through phone, email, web chat, and case-management platforms in a high-volume service environment.
• Experience researching transaction status, resolving data-quality issues, or correcting processing errors within a rules-based environment.
• Experience documenting customer interactions and resolution actions in a web-based customer relationship management or agent desktop system.
• Experience supporting financial-aid, education-benefit, loan-servicing, or other transaction-processing operations.

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.