Customer Care Advisor

at Sallie Mae Inc. in Newark, Delaware, United States

Job Description

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. 

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

Required Qualifications:



Education & Experience:
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

Knowledge, Skills and Abilities:
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 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

Training Schedule:
4 weeks paid training
No time off allowed during training
Weekend availability required after training period

Benefits & Pay Include:
Pay starts at $15.50 per hour plus monthly incentive
Medical/Dental/Vision/Life Insurance/Pet Insurance/Voluntary Benefits
Two weeks paid time off
10 Paid Holidays, 2 floating Holidays
Tuition Reimbursement ($10,000/year)
Family scholarship program
Company contributions into a 401K Plan
Free membership
Discounted company stock through an Employee Stock Purchase Plan
Free Fitbit device for employees and a discount for friends and family
Subsidized full service cafeteria
24/7 onsite fitness center(free)
Up to 12 weeks paid parental leave
Financial assistance for adoptions
Paid time off to volunteer in the community

What You'll Get at Sallie Mae:


  • Comprehensive Compensation and Healthcare Benefits (Medical, Dental, Vision plans)
  • Financial Well-being: 401(k) company match, employee stock purchase plan, and basic life insurance and short-term disability are provided to employees at no cost
  • Work/Life Balance: Paid time off, time off to volunteer, and tuition reimbursement. In addition, after 6 months of employment, primary caregivers receive 12 weeks of 100% fully paid time off and secondary caregivers are eligible for 4 weeks of 100% fully paid time off, for birth or adoption
  • Wellness: Fitness centers/gym subsidies, free Fitbits with step challenges, and wellness education
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Job Posting: 825893

Posted On: Jul 23, 2021

Updated On: Jul 23, 2021