Outbound Phone Transfer Agent

Summary

Join Education At Work (EAW) and help low and middle-income college students find high-quality postgraduate jobs. As a Customer Support Representative, you will handle outbound calls to Discover Card holders, update contact information, and transfer calls to specialists when needed. This fully remote position offers competitive pay, tuition assistance, mentorship opportunities, and paid training. You will develop essential skills like communication, problem-solving, and teamwork. The role requires excellent verbal communication, strong organizational skills, and a commitment to providing exceptional customer service. EAW is committed to helping students gain valuable work experience and technical skills.

Requirements

• Proactive mindset with the ability to prioritize tasks, seek assistance when needed, and collaborate effectively within a team
• Excellent verbal communication skills, comfortable engaging with customers over the phone, and dedicated to providing exceptional service
• Commitment to working a minimum of 20 hours per week , with the flexibility to increase hours during the school year and up to 29 hours per week during breaks
• Professional demeanor - including punctuality, attendance, and receptiveness to feedback and coaching
• Strong organizational, planning, and time management abilities
• Demonstrate empathy, patience, and a positive attitude in all customer interactions
• Capacity to manage multiple projects
• Attention to detail and commitment to meeting departmental and individual goals, including call metrics and quality standards
• Team player mentality with a focus on collective success
• Availability to schedule work during DFS Core Work Hours
• Monday through Friday: 6:00 am - 8:00 pm MT
• Saturday: 6:00 am - 12:00 pm MT
• Sunday: 7:00 am - 12:00 pm MT (last Sunday of the month only)
• Maintain PCI Compliant workspace in order to protect sensitive data, including a quiet workspace so you can focus on your customer
• Must have a minimum of 100 MBPS download/10 MBPS upload speed from your internet provider. A wired connection is required

Responsibilities

• Handle outbound calls to Discover Card Holders with past due balances
• Update contact information and review scripted disclosures during calls
• Transfer card holders to account specialists for further assistance

Preferred Qualifications

• Effective Communication in a business environment
• Problem-Solving
• Dependability and a Strong Work Ethic
• Adaptability and flexibility
• Teamwork and Collaboration

Benefits

• Competitive pay and up to $5,250 in tuition assistance per academic year based on attendance and tenure
• Fully remote position with locally-based supervisors for in-person support
• Mentorship/Coaching opportunities
• Paid in-person training