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Job Title: Customer Service Specialist (CARE Specialist) Positions Available: Several Status: Non-exempt Full-time Benefits Available: Yes Location: Helena Beginning Salary Range: $13.48+ hourly DOE Application Requirements: To apply for this position, please submit the following: 1. Cover Letter of Interest 2. Student Assistance Foundation Application for Employment 3. Resume Information 4. Authorization for Release of Information 5. Applicant Survey 6. Response to Supplemental Questions 7. Ten-Key test from your local Job Service; taken within the last 6 months 8. Typing test from your local Job Service; taken within the last 6 months Must be able to pass a federal background check if offered the position. Deadline: The position will remain open until filled. Submit application packets to: Student Assistance Foundation Human Resource Department ATTN Ann Brewer 2500 Broadway Helena, MT 59601 If none of the applicants meet all of the required characteristics, Student Assistance Foundation reserves the right to select a candidate from the applicants. If you have questions regarding this position, you may call the Human Resource Department at (406)495-7678. In order for your application package to be considered, you will need to use the following application form as there have been revisions made. Late, incomplete or unsigned application packages will not be considered. APPLICATION FOR EMPLOYMENT 2500 Broadway, Helena, MT 59601 (PLEASE PRINT OR TYPE) Position Applying For Date of Application Last Name First Name Middle Name Address (Street No. or RFD Box No.) City State Zip Code Telephone Number(s): Work Home How Did You Learn of This Opening? Advertisement Friend Inquiry Employment Agency Relative Other If you are under 18 years of age, can you provide required proof of your eligibility to work? Yes No Have you ever applied for employment with us before? If yes, give date(s). Yes No Are you currently employed? Yes No Do you want to be informed before we contact your present employer? Yes No If hired, can you show proof of authorization to work in the United States? Yes No (Proof of citizenship or immigration status will be required upon employment). Date available for work / / What is your desired salary range? $ Are you available to work: Full Time Part Time - (Please indicate: Mornings Afternoon Evenings) Temporary (Please indicate dates available / / – / / ) Can you travel if the job requires it? Yes No Have you been convicted of a felony? (Conviction will not necessarily disqualify you from employment) Yes No If yes, please explain Education and Training Type of School Name and Location of School Degrees Last Year Completed Graduated? 9 10 11 12 High School Yes No GED Major Degree 1 2 3 4 College Major Degree 1 2 3 4 College Major Degree 1 2 3 4 Graduate School Trade or Degree 1 2 3 4 Business School Special, Degree Number of study Technical or hours or credits Correspondence Indicate other relevant training or experience SPECIALIZED SKILLS (Skills/Equipment Operated) Check the skills you possess. MS Word PC MS Excel MS Access Internet/e-mail Keyboarding Other Describe any other job related specialized training or skills acquired from employment, the United States military or other experience. Work History List the last three positions you have held beginning with your most recent or present job: 1. Employer’s Name Position: Date Hired: Date Left: Rate Ending $ Address Name of Supervisor Phone Duties and Responsibilities: Why did you leave? 2. Employer’s Name Position: Date Hired: Date Left: Rate Ending $ Address Name of Supervisor Phone Duties and Responsibilities: Why did you leave? 3. Employer’s Name Position: Date Hired: Date Left: Rate Ending $ Address Name of Supervisor Phone Duties and Responsibilities: Why did you leave? PROFESSIONAL REFERENCES Supervisors and/or co-workers who can vouch for your work experience. Name and Occupation Address Daytime Phone# 1. 2. 3. PROBATIONARY PERIOD I, hereby acknowledge that should I be selected for employment by Student Assistance Foundation, as a result of this application and, if hired, per the terms of the offer letter, I will be employed as a probationary employee during which time continued employment is at the absolute discretion of the Company. Temporary and summer employees are considered probationary during the entire time they are employed by the Company. (Applicant Signature) (Date) Please read and understand this statement before signing your application. Student Assistance Foundation is an EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER and considers all applicants for employment without regard to race, color, religion, creed, gender, national origin, age, marital or veteran status, the presence of non-job related disabilities or any other legally protected status. I certify that the information provided herein and attached to this Application for Employment is true and complete to the best of my knowledge. I hereby acknowledge that I have read and understand the above statements. I voluntarily give Student Assistance Foundation, or their agent, my permission to confirm by personal inquiry, or otherwise, information provided by me as may be necessary in arriving at an employment decision. I release from all liability or responsibility, all persons, companies, or corporations responding to such inquiries. In the event of employment, I understand that false, misleading information or material omissions given in my application or interview(s) may result in discharge. I understand, also, that I am required to abide by all policies and procedures of Student Assistance Foundation that may from time to time be changed, suspended, revoked, terminated or superseded by the Board of Directors and/or management of the company. (Applicant Signature) (Date) FOR INTERNAL EMPLOYER USE ONLY I hereby acknowledge that this internal applicant has notified me of their interest in applying for this position. (Current Supervisor’s Signature) (Date) LATE, INCOMPLETE OR UNSIGNED APPLICATIONS WILL NOT BE CONSIDERED Applicant Survey The Student Assistance Foundation of Montana is an Equal Employment Opportunity employer. We consider applicants for all positions without regard to age, race, color, gender, religion, national origin, marital, sexual orientation, physical and mental disability or veteran status. In an effort to comply with requirements regarding government recordkeeping, reporting, and other legal obligations, we ask that you complete this applicant data survey. Your cooperation is appreciated. Please be advised that your survey is not a part of your official application for employment. It is considered confidential information that will not be used in any hiring decision. Date: Position Applied For: Applicant’s Name: I chose not to participate in the Voluntary Applicant Data Survey 1. Referral Source – How did you first learn about this position? Newspaper Ad Newspaper Ad via Internet State Employment Office Tribal Government referral Current employee referral College resources Career/Job Fair Other 2. Gender Male Female 3. Race/ethnic identification – Please check all that apply Are you of Hispanic or Latino Origin? Yes No (A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin, regardless of race.) Select one or more of the following racial categories: American Indian or Alaska Native (A person having origins in any of the original peoples of North or South America, including Central America, and who maintains tribal affiliations or community attachment.) Asian (A person having origin in any of the original peoples of the Far East, Southeast Asia, or the Indian subcontinent including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam.) Black or African American (A person having origins in any of the black racial groups of Africa.) Native Hawaiian or other Pacific Islander (A person having origins in the original people of Hawaii, Guam, Samoa, or other Pacific Islands.) White (A person having origins in any of the original peoples or Europe, the Middle East, or North Africa.) 4. Disability Status Person with a disability (non veteran) Veteran with a disability 5. Military status – Please check the one box that best describes your military status No Military Service Active Duty National Guard Reserve Retired Military Former Service (separated, not retired) Vietnam Era Veteran Yes No AUTHORIZATION FOR RELEASE OF INFORMATION (Carefully read this authorization to release information about you, then sign and date in black ink. You may retain a copy for your records.) I authorize my employer or prospective employer, Student Assistance Foundation or Tru Student (defined by the checkbox above) through their investigative agent, Orion International Corporation, to obtain any information relating to my activities from individuals, schools, residential management agents, employers, criminal justice agencies, retail business establishments, motor vehicle/registration departments, credit bureaus, consumer reporting agencies, collection agencies, or other sources of information. This information may include, but is not limited to, my academic, residential, achievement, performance, attendance, disciplinary, employment history, criminal history record information, driving and motor vehicle record, and financial and credit information. I authorize Orion International Corporation to disclose the record of my background investigation to the employer named above. I authorize custodians of records and other sources of information pertaining to me to release such information to Orion International Corporation regardless of any previous agreement to the contrary. Copies of this authorization that show my signature are as valid as the original release signed by me. This authorization is valid for one (1) year from the date signed or upon my termination of my employment with the employer named above, whichever is sooner. Signature (Sign in ink) Full Name (Print legibly) Other names used Current address Telephone Date of Birth Social Security Number Date signed Place of birth PLEASE LIST ALL CITIES AND STATES YOU HAVE LIVED IN DURING THE PAST 10 YEARS. Response to Supplemental Questions Customer Service Specialist (CARE Specialist) January 2013 Please respond to the following statements/questions. If relevant, please include your months of experience using mm/dd/yy and establishment(s) worked for. 1. Please read through the attached job description and tell us about your work background and how you think it relates to our current opening. Include why you feel that you would enjoy doing this type of work. Response: 2. Please describe the talents you possess and explain how these talents make you the best candidate for this position. Response: RESUME INFORMATION Please include the following information in your resume. Work Experience: Begin with your present or most recent job and include the following: Name and Complete Address of Employer Telephone Number(s) Dates Employed Supervisor Starting/Present Job Title Salary Work Performed Reason for Leaving Include any relevant military service assignments and volunteer activities. You may exclude organizations which indicate race, color, religion, gender, national origin, age, disabilities or other protected status. Include relevant prior work experience and explain how that work experience would assist you to perform the functions of this job. Explain any gaps in employment. List professional, trade, business or civic activities and offices held. You may exclude membership which would reveal gender, race, religion, national origin, age, ancestry, disability or other protected status. Customer Service Specialist Purpose: Non exempt position responsible for providing customer assistance to borrowers, lenders, schools and servicers for inquiries about Student Assistance Foundation, MHESAC, the student loan program, or a specific student loan account. Primary tasks include default prevention, obtaining current addresses and telephone numbers for borrowers or co-signers that are in a skip status; timely collection of all delinquent accounts prior to default; researching of all phases and processing of default and non- default claims; all processing phases of common account maintenance and the common claim initiative; and performing receptionist/switchboard duties for Student Assistance Foundation, MHESAC and MGSLP. Principal Responsibilities and Essential Functions: Receives, places calls and responds to telephone inquiries about specific student loan accounts and/or student loan program questions from borrowers, lenders, guarantors, schools or servicers. Inquiries include questions about Student Assistance Foundation and its client’s inquiries regarding the servicing of borrower's records and default prevention counseling. Researches all inquiries timely. Determines what the situation is, through detailed and accurate communication with parties concerned. This communication can be either oral or written. Reviews borrower’s computer loan records, determines the proper response based upon facts and program regulations, enters documentation and case history comments into the loan servicing system of the corporation’s response to the inquiry and confirms completion of the requested tasks, and obtains current address and telephone numbers for borrowers, references or endorsers that are in a skip status. Prepares and processes forbearances, deferments, and other documents received by borrowers or other entities as they pertain to student loan accounts currently serviced by Student Assistance Foundation according to procedures. Processes work tasks daily that have been created either by the system or manually by other departments. Responds to borrower correspondence either in writing or orally according to Student Assistance Foundation procedures. Processes miscellaneous correspondence and tasks that have been created either by the system or manually by other departments, which are received from schools, lenders, creditors, references, endorsers, and the guarantor. Responsible for default prevention and attempts to resolve delinquency and prepares and obtains information necessary to the locator process through miscellaneous methods available. Responsible for all functions related to the researching of all phases and processing of default and non-default claims. Examine and file defaulted loans with concentration in the following areas: accuracy of information; complete documentation of all loan history and calculation of interest and principal prior to the loss of any interest benefits. Prepare and assemble claim packages for submission to the appropriate guarantor. Prepare, clarify, process and file all non-default paperwork and submit it to the appropriate agencies prior to the loss of principal, interest or interest benefits. Prepare and handle all necessary processes for recall, returns, rejects and supplementals. Ensures proper compliance with applicable Federal and State regulations and guarantor procedures, and responsible for ensuring the excellent quality of the CARE Department. Ensures quality control measures by providing feedback to the Supervisor on Contact Center activities, processing and que’s and claim processing. Ensures all activities are accomplished in an effective, efficient and timely manner and is of the quality and quantity needed to exceed the due diligence requirements while adhering and complying with all state, federal laws and regulations of the FFEL program. Keeps current with Federal, State, guarantor regulations and necessary software pertaining to the various types of student loans serviced by Student Assistance Foundation. Adheres to all policies and procedures, including internal and guarantor. Ensures the standards of performance as defined in Student Assistance Foundation’s OMTI’s. Receptionist for Student Assistance Foundation, MHESAC and other entities populating the Higher Education Complex by greeting and directing visitors. Ensures the coordinated, systematic and efficient implementation of the department’s goals, the Corporate Philosophy and Values. Performs other job related duties as assigned by the Contact Center Supervisor, the Processing and Claims Supervisor, the CARE Team Leader, the Loan Servicing Manager, or the Chief Operating Officer/Vice President of Operations and Borrower Services Education and Experience Requirements (R=Required, P=Preferred): High School graduate or equivalent (R). One (1) year of experience in providing customer assistance to the general public (R). Two (2) years of general computer experience (R). One (l) year of experience with loan payoffs, setups and repayments (P). One (1) year of Receptionist/Switchboard experience (P). One (l) year of experience in the FFEL program (P). One (1) year of experience in skip tracing, student loan or consumer collection practices or handling claim filing and processing (P). Student Assistance Foundation Precertification certificate (P). Key Skills, Qualifications and Traits (R=Required, P=Preferred): Strong interpersonal and written communication skills (R). Typing skills at 40 words per minute (R). 10-Key numeric data entry skills by touch, at least 100 keystrokes per minute (R). Strong ability to listen to complaints and decide the proper course of action (R). Strong analytical abilities (R). Ability to work independently and in team settings (R) Ability to answer busy multiple telephone lines (R) Friendly telephone and personal communication skills (R). Strong working knowledge of Excel and Word software (P). Detailed knowledge of the FFEL program regulations (P). Working knowledge of a loan servicing software system (P). Working knowledge of the Montana Guaranteed Student Loan Program procedures (P). Knowledge of Fair Debt and Collection Practices Act (P) Knowledge of proper grammar, punctuation, proofreading and editing skills (P). Organizational Reporting: Reports to: Contact Center Supervisor or Processing & Loss Prevention Supervisor. Positions Supervised: None Physical Requirements: Dealing with irate customers can be stressful. Irregular work schedules. Being able to talk on the phone, type or work at a computer screen for up to 8 hours at a time is a requirement of the job. Occasional Travel Student Assistance Foundation and Tru Student, Inc. Benefit Package The following benefits only apply to those positions that are regular part-time or full-time positions. They do not apply to less-than part-time, temporary or summer positions. Student Assistance Foundation and Tru Student, Inc. (The Company) offer the following benefit package to its employees: 1. During the first five years of employment, employees earn 15 days of annual leave and 12 days of sick leave each year, subject to initial qualifying periods. During years 6 through 10, employees earn 18 days of annual leave each year. Employees with more than 10 years of service earn 22 days of annual leave each year. 2. The Company observes 10 fixed holidays and a half day floating holiday per year. The fixed holidays are designated at the beginning of each year and in most cases, parallel holidays observed by state government. The one-half day floating holiday accrues to the employees annual leave balance. 3. The Company grants a service bonus to employees upon successful completion of each year’s service. The bonus is given in the form of additional time off. After the completion of the first year of service, a bonus of 8 hours of annual leave will be granted to the employee. The service bonus increases by 2 hours each succeeding year up to a maximum of three additional days of annual leave. 4. The Company employees may elect to participate in the retirement program (401(k) tax sheltered investment program) whereby the employee contributes an amount of their gross salary each pay period. Employees are eligible to participate and contribute to the plan immediately. The Company matches the employee's deferred amount up to 6% of their gross salary after the completion of 6 months of employment. All funds contributed are fully vested immediately. The Company offers several mutual funds for investment choices and the employee directs the investment of their own retirement funds. 5. The Company employees may elect to participate in the Flexible Benefit Plan whereby employees may contribute pre-tax dollars from their salary for certain medical and child care expenses. 6. Company employees participate in the Group Health Plan through Allegiance Life & Health Insurance Company, Inc. The Company fully covers the cost of the employee’s insurance if employee meets certain wellness standards for blood pressure, cholesterol, and blood sugar levels. Otherwise, an employee will be responsible for up to $60 per month of their health insurance premium. This plan includes medical, prescription and vision coverage. Additionally, The Company pays for an employee’s dental, long-term disability coverage, and $20,000 of basic life insurance through the Lincoln Financial Group. Employees may elect coverage for a spouse and eligible dependents. Premiums in excess of The Company’s contribution are deducted from the employee’s salary on a pre-tax basis. Supplemental life insurance, personal accident insurance, short-term disability and long term care insurance is also available at the employee’s expense. 7. The Employee Assistance Program (EAP) provides short-term counseling for employees and their immediate family. An employee may use the EAP for confidential assistance with personal problems interfering with their life or work. 8. Company employees are provided the opportunity to participate in Wellness Program activities including an Incentive program. 9. After one year of service, an employee is eligible to participate in the Computer Purchase Program. In this program, The Company will finance the purchase of personal computer equipment with a two-year interest-free loan to the employee. 10. After one year of service, an employee is eligible to participate in the Student Loan Interest Rate Reduction Program. Under this program, an employee is eligible for a 3% reduction in the interest rate on their own or their children’s student loans if the loans are owned by MHESAC. 11. The Company has an Incentive Bonus program in place. Annual payout amounts are based upon targets that are successfully met. 12. The Company provides internal and external training opportunities. Employees are encouraged to seek training in areas which jointly benefit them and the Company. . 13. The Company supports staff efforts to complete college degree programs that could enhance an employee’s work at Student Assistance Foundation or Tru Student, Inc. The Senior Vice President and CFO consider staff requests for degree program support. If approved, the Company pays one- third of the tuition cost and loans the employee the other half. Once the employee has completed their degree, the Company will write off the loan portion evenly over the following five years. 14. The Company promotes an Employee Sponsorship Program whereby employees are allowed to direct the contribution of up to $50 to the charitable organization of their choice each year. 15. “High Five” is a program to recognize and reward employees for going “above and beyond.” Any employee can recognize another employee with a “High Five” card. After an employee gathers five cards they can be redeemed for a $25 gift certificate.
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