Outbound Phone Transfer Agent

Summary

Join Education At Work (EAW) as a customer support representative and gain valuable work experience and technical skills. Handle outbound calls to Discover Card holders with past-due balances, update contact information, and transfer callers to specialists when needed. This fully remote position offers competitive pay, tuition assistance, mentorship, and paid training. You will develop essential skills such as communication, problem-solving, and teamwork. The position requires a minimum of 20 hours per week with flexibility to increase hours, and adherence to specific work hours. EAW is committed to providing students with meaningful work opportunities to enhance their employability.

Requirements

• Students who are patient communicators and comfortable speaking with people over the phone
• Students who are responsible and able to handle a professional job in a business environment–this includes punctuality/attendance expectations, receptive to consistent feedback and coaching, and adaptability with a positive attitude, etc
• Students who are able to work at least 20 hours per week – with the opportunity to work up to 30 hours per week during the school year and up to 39 hours during school breaks, (subject to our business needs)
• Students who are able to work year-round – including the school breaks including summer and winter break
• 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

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