9 days old

Call Center Representative (SCA)-temporarily remote in San Angelo, Tx area

San Angelo, TX 76903 Work Remotely
Regular Full Time

The Call Center Representative will be part of a team answering incoming calls from customers of certain Performant clients, responsible for understanding customer needs and providing excellent customer service.

Essential duties:
Answering inbound calls in a timely & courteous manner
Actively listen and understand customer requests, questions and/or complaints
Provides prompt and accurate answers to questions and/or direction to applicable resources form or contact
Maintain professionalism with difficult customer interaction
Accurately input data into the applicable system as required to document call activity.
Ability to quickly understand information and situations and provide appropriate response
Convey information effectively
Assist in identifying trends and specific issues based upon service requests and activity
Other duties as may be assigned

Hiring for this position is specific to a client program intended to begin training the week of January 4, 2021, subject to government decisions related to student loans. Offers of employment for this position are contingent upon successful completion of required pre-employment background, drug screening, and required government clearance process. 
Training must be successfully completed and clearance must be received prior to placement on the client program. Delay of the program by the client, failure to successfully complete all steps to submit for clearance in a timely manner, delay in receipt of clearance and/or denial of clearance may result in placement on temporary furlough or separation. 
Training is intended to occur on-site in the office for the first month of employment. On-site work is in accordance with applicable COVID-19 regulations and ordinances for everyones health and safety.
After initial onboarding and training on-site, at this time due to COVID-19, work in this position is intended to be performed remotely from the employees home. 
Must be able to meet requirements for and perform work assignments in accordance with Company policies and expectations on a home remote basis (and must meet Performant remote-worker requirements) until at which time staff will be notified and required to return to working from a Performant office location. 
Basic office equipment required to perform remote work is provided by the company. Remote work requirements include, but not limited to, acceptable working internet, safe and appropriate work-space, location allows distraction-free work, and ability to maintain confidentiality.


*Note - All employees and contractors for Performant Financial may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times.  Violations to Performants policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.
Required Skills and Knowledge:
Strong ability to actively listen and communicate solutions
Friendly, upbeat and positive attitude
Ability to multi-task and make quick decisions
Demonstrated ability to follow instruction
Comfortable with technology and adapts to new systems and tools quickly
Excellent written and verbal communication skills
Excellent phone manner and professionalism
Demonstrated ability to service customers with courtesy and professionalism at all times
Completion of Teleworker Agreement upon hire, and adherence to the Agreement (and related policies and procedures) including, but not limited to: able to navigate computer and phone systems as a user to work remote independently using on-line resources, must have high-speed internet connectivity, appropriate workspace able to be compliant with HIPAA, safety & ergonomics, confidentiality, and dedicated work focus without distractions during work hours.

Physical Requirements:

**NOTE: Must be able to meet requirements for and perform work assignments in accordance with Company policies and expectations on a home remote basis (and must meet Performant remote-worker requirements) until at which time staff will be notified and required to work from a Performant office location. Basic office equipment required to perform remote work is provided by the company.

-Job is in a busy standard is performed in an office environment with moderate noise level (or may be home-office setting subject to Company approval and Teleworker Agreement), sits at a desk during scheduled shift, uses office phone or headset provided by the Company using an office telephony system; views a computer monitor, types on a keyboard and uses a mouse.
-Reads and comprehends information in electronic (computer) or paper form (written/printed).
-Sit/stand 8 or more hours per day; has the option to stand as needed while on calls; reach as needed to use office equipment.
-Consistently viewing a computer screen and types frequently, but not constantly, using a keyboard to update accounts.
-Consistently communicates on the phone; headset is also provided.
-Occasionally lift/carry/push/pull up to 10lbs.


Education and Experience:

1-2+ years of experience in a call center or customer service position
High School Diploma or equivalent (GED or equivalent combination of education and work experience)


Other Requirements:
Must submit to and pass pre-hire background check, as well as additional checks throughout employment
Must not have any felony convictions or specific misdemeanors, nor on state/federal debarment or exclusion lists.
Must not have any Federal or State liens resulting from County, State or Federal tax issues.
Must not have any current defaulted student loans.
Performant is a government contractor. Assignments for this position require timely submission to and successful outcome of background and government clearance as a condition of offer of employment and post hire condition of continued employment with the Company.
Must submit to and pass drug screen pre-employment (and throughout employment). Performant is a Drug-Free Workplace.
This Job Profile is subject to change at any time.

Visa sponsorship is not available.
Job Profile is subject to change at any time. 
Performant Financial Corporation is an Equal Opportunity Employer.
Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.



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Posted: 2021-01-05 Expires: 2021-02-13
Analytics, audit, and recovery services for healthcare, government and student loans.
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Call Center Representative (SCA)-temporarily remote in San Angelo, Tx area

Performant Financial
San Angelo, TX 76903

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