Customer Service Representative (remote)

Position Summary:

At Central Research, Inc. (CRI), we’re helping people navigate their federal student Perkins student loans with compassion, clarity, and compliance. We're currently seeking Customer Service Representatives who are dedicated, detail-oriented, and ready to make a real impact all from the comfort of their own home.

Essential Duties & Responsibilities:

This is a fully remote position, and CRI provides all equipment needed to perform the job. In this role, you will support student loan borrowers by phone, helping them understand their accounts, repayment options, and application processes in a high-volume contact center environment.

What you'll Do

• Assist student loan borrowers with account questions, repayment options, and applications
• Handle inbound and outbound calls in a fast-paced, high-volume contact center
• Provide accurate, professional, and courteous support on every call
• Follow federal regulations, company policies, and data security requirements
• Meet established performance metrics and quality assurance standards

How Do You Qualify

• Must be a US Citizen
• High School diploma or GED
• 6+ months of customer service in a business, non-retail environment or call center experience
• 6+ months of computer experience in a business setting
• Proficiency in Microsoft Office tools (Word, Excel, Outlook, OneNote)
• Ability to obtain and maintain a Federal Public Trust (5c) security clearance (financial/credit history and background will be reviewed): 
  •  Not in default on federal student loans 
  •  Demonstrated financial responsibility
  •  No felony convictions within the past 7 years
  •  Misdemeanor convictions within the past 7 years may impact eligibility
  •  No non-medical collections totaling $7,500 or more
  •  Technical & Availability Requirements
  •  Reliable high-speed internet connection (No WIFI, wired Ethernet required) 
  •  Must have a quiet, private, and distraction-free home workspace, with no caregiving responsibilities or other interruptions during scheduled work hours

Preferred Requirement:

• Prior call center experience
• Associate or bachelor's degree

EEO Statement:

Equal Opportunity Employer, including veterans and individuals with disabilities Your Rights Poster can be found here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

CRI is currently unable to consider applicants residing in California, Hawaii, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding.

This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.