Customer Care Advisor

Sallie Mae
is a company created with great purpose. We provide loans. But what separates us from any other financial institution is that we have a why. We have a purpose. We make the dream of higher education a reality. We do it by being a resource for families who want to save, plan, and pay for college. Our vision, to be a trusted financial partner, inspires us to explore new ways to serve our customers every day. No matter what position you hold at Sallie Mae, you’ll have a role in moving us toward that vision.

Over the last 40 years, Sallie Mae has helped more than 34 million Americans pay for college. The same passion we have for helping customers is applied to helping our employees achieve professional and personal growth. With a wide range of opportunities available, we invite you to join our growing team and help students make their dreams of higher education a reality.

Position Summary:

Once students and their families select us as a trusted financial partner, you’re the one who is responsible for providing them exceptional care and assistance. You will look for opportunities to convey a positive and helpful message to the customer; focusing on providing the appropriate resolution and confirming that you’ve met the customer’s expectations. After a comprehensive education program, you are ready to share your knowledge and strive to make the customer’s experience exceptional. By helping Sallie Mae build and maintain strong relationships with our customers, you are critical to our overall success.

As a Customer Care Advisor, you can expect competitive pay, great benefits, and a professional, customer centric work environment.

Key Responsibilities:

As a Customer Care Advisor, you’ll help customers get quick and efficient support and provide them with solutions based on your knowledge of Sallie Mae products and services. Your day will consist of mostly inbound calls, and possibly some chats and social media interactions. They can range from answering something as simple as general questions to the complexity of educating customers on how to successfully transition into repayment of their loans and ways that we can provide assistance. You will execute call flow strategies and leverage good judgment to assist customers with payments, repayment options, and take ownership of and research situations regarding their loans. You will collaborate with others by working together in small teams focused on key performance metrics; taking pride in our results and taking personal responsibility for every customer interaction.

Requirements

• You have a strong ability to quickly assess the customer’s needs and the flexibility and skill sets to handle any inquiries.
• You have the ability to embrace and thrive on change and are receptive to coaching and feedback regarding your performance.
• You are committed to the customer experience and possess the communication skills to create long lasting relationships with our customers and to clearly explain complex situations.
• You are inquisitive and maintain composure and professionalism while troubleshooting and resolving complex customer issues.
• You have a college degree or a high school diploma with 1-2 years of experience with customer care, service, or hospitality and a passion to treat our customers the way you would like to be treated.
• You have previous experience and demonstrated ability to navigate different system platforms and Microsoft Office with confidence while speaking with customers.
• You are friendly, resourceful, and enjoy working in a time sensitive, fast paced environment.
• You are enthusiastic about the opportunity to work in a culture of accountability and high expectations focused on achieving key quality and efficiency metrics punctuated by exceptional customer experiences.
• You have a passion to learn new things and for helping our customers, your teammates, and our community.
  #LI-DS1

EEO Employer Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity. SLM Corporation and its subsidiaries are not sponsored by or agencies of the United States of America. Sallie Mae is a drug free workplace.

Type

Full-time