General Clerk II

General Clerk II

The General Clerk II provides knowledgeable written responses to Federal Student Loan (FSA) inquiries in a courteous and professional manner. In the event of high call volume, you may be required to assist with answering inbound calls regarding FSA Loan Servicing.

Job Duties and Responsibilities

• Works on assignments that are semi-routine in nature but recognize the need for occasional deviation from accepted practice.
• Provide administrative support to project and operations management, which may include identifying, anticipating, and meeting needs of all departments.
• Perform repetitive clerical steps.
• Perform clerical duties requiring general knowledge and the application of various work methods and procedures.
• Insert customer and account data by inputting text based and numerical information from source documents within specific time limits.
• Interpret paperwork and make sound judgements based on information received.
• Compile, verify accuracy, and sort information according to priorities to prepare source data for computer entry.
• Review data for deficiencies and errors, correct any incompatibility and check output for accuracy.
• Outreach to various sources via oral and written communication to make appropriate determination on a variety of tasks.
• Must support high-call volume days by taking inbound borrower phone calls.
• Must complete and pass DRG call center customer service training.
• Must make outbound borrower calls as needed.
• Must be able to effectively read a prepared/written script out loud.
• Apply data program techniques and procedures to daily tasks.
• Generate reports, store completed work in designated locations and perform backup operations.
• Requires the review and examination of numerous source original documents from both image and hard copy which require keying of alphanumeric loan data into core system.
• Interpretation of OMB structured, and unstructured forms based on processing procedures to properly classify and label forms into organized work lists.
• Applicants will be required by contract to undergo program update training as student financial assistance programs change.

Qualifications

Education

• High school diploma or GED required

Experience

• At least one (1) year of customer service, administrative or call center experience required.

Knowledge, Skills and Abilities

• Must reside in the U.S.
• Must be a U.S. Citizen.
• Must be able to pass a criminal background check.
• Must not be delinquent or in default on any federal student loans.
• May be required to work scheduled holidays, overtime, and Saturdays.
• Adhere to policies as they relate to protecting personally identifiable information.
• Must have the ability to write using proper grammar and punctuation.
• Must have the ability to type a minimum of 23 WPM required.
• Must have the ability to work independently and in a team environment.
• Must have excellent interpersonal skills and the ability to organize simultaneous tasks.
• Must be able to navigate Microsoft Excel spreadsheets.
• Must have the ability to identify new scenarios and ask for guidance when none is available.
• Must have a logical thought process.
• Must be organized, take accurate notes, and refer to notes during processing.
• Must welcome and can accept constructive/constant feedback.
• Must have the ability to use resources and tools to effectively communicate: IM Chat, helpful guides/best practices, training material, SUM.
• Preferred NSLDS usage experience (benefit but not required.

Clearance

As a federal contractor, this position may require security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example. Some of the most important factors in an investigation are the individual's honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.

Security

Information and Physical Security is the responsibility of every employee. In your position you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access. This also includes securing your desk and workstation when you are not there. This includes locking your session and putting sensitive paperwork away when not physically at your desk. You are not to share your username or password with anyone. The physical security of our offices is of equal importance, never shadow or let someone shadow your entry into a Coast Professional, Inc. facility. If this occurs quickly report this action immediately. You are required to follow all Information Technology policies and procedures regarding the management of your system accounts and equipment. If you witness any security violation you should immediately report it to management.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee will be sitting at a desk and working on a computer for prolonged periods of time.

Disclaimer

This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Coast Professional, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.