Why Join Our Team?
At Maximus, we partner with governments to deliver vital health, human services, and education programs that improve the lives of millions of citizens every day. Our Federal Student Aid (FSA) division plays a critical role in helping students and families navigate the complex world of federal loan servicing, repayment options, and financial assistance. As a Remote Customer Service Representative I, you will become an essential voice for borrowers, providing accurate information, empathy, and solutions—all while enjoying the flexibility of a work‑from‑home environment.
We are seeking proactive, detail‑oriented professionals who live within an hour’s commute of Jacksonville, Florida, and who are ready to launch a rewarding career supporting the nation’s educational goals. If you thrive in fast‑paced call‑center settings, love helping people solve problems, and want to grow within a nationally recognized organization, this is the opportunity for you.
Position Snapshot
- Job Title: Remote Customer Service Representative I – Federal Student Aid Operations (DMCS)
- Employment Type: Full‑time, remote (must reside within 1 hour of Jacksonville, FL)
- Start Date: Immediate – we have openings now!
- Compensation: Competitive salary, performance incentives, and a comprehensive benefits package
- Reporting To: Operations Team Lead – Federal Student Aid
- Location: Work‑from‑home (U.S. citizens only; see Home Office Requirements below)
Core Responsibilities
As a front‑line representative, you will be the trusted point of contact for borrowers seeking assistance with their federal student loans. Your day‑to‑day duties will include:
- Answering inbound calls, emails, and chat inquiries related to Federal Student Aid loan servicing, providing accurate and timely information.
- Initiating outbound calls to follow up on pending requests, verify borrower information, and resolve outstanding issues.
- Utilizing Maximus’s proprietary knowledge base, CRM tools, and web browsers to locate solutions, document interactions, and update case files.
- Processing routine borrower requests—such as deferments, forbearances, graduation certifications, and repayment plan changes—and documenting actions in the system.
- Escalating complex or sensitive issues to senior specialists or appropriate department leads, following established escalation protocols.
- Recording detailed notes on each interaction, ensuring compliance with Department of Education regulations and internal quality standards.
- Participating in regular feedback sessions, using the provided quality‑assessment tool to both give and receive constructive feedback on call handling.
- Supporting Credit Bureau requests by gathering required documentation and following precise procedural guidelines.
- Adhering to departmental, corporate, and regulatory policies—including data privacy, security, and PIV‑I card requirements.
Daily Workflow Example
- Log In & System Check: Verify secure VPN connection, ensure your PIV‑I card is active, and review any pending tickets from the previous shift.
- Inbound Queue Management: Take calls from borrowers, confirm identity, and assess the issue using scripted prompts.
- Resolution Path: Apply knowledge‑base solutions, update the borrower’s account, and close the ticket or forward to the appropriate specialist.
- Documentation: Log the interaction, note any follow‑up actions, and capture relevant metrics for performance reporting.
- End‑of‑Shift Review: Submit a brief summary of call volume, challenges encountered, and suggestions for process improvements.
Essential Qualifications
- High school diploma or GED equivalent (college coursework is a plus).
- Minimum six (6) months of customer service, administrative, or call‑center experience.
- Fluent written and spoken English with strong grammar and pronunciation skills.
- Basic arithmetic abilities and proficiency with Microsoft Office (Word, Excel, Outlook).
- Demonstrated interpersonal skills, including the ability to multitask, prioritize, and stay organized under pressure.
- Reliable high‑speed internet (minimum 25 Mbps), hard‑wired Ethernet connection, and a dedicated desktop or laptop for the duration of training and employment.
- U.S. citizenship, ability to pass a thorough background check, and willingness to obtain and maintain a PIV‑I security card.
- Flexibility to work any shift within the defined operating hours (see schedule below) and occasional overtime, holidays, or weekends as needed.
Preferred Experience & Skills
- Previous experience in higher‑education financial aid, loan servicing, or related government programs.
- Familiarity with contact‑center technologies such as NICE, Genesys, or similar CRM platforms.
- Experience handling regulated data and adhering to privacy standards (e.g., FERPA, GDPR for U.S. institutions).
- Certification in customer‑service excellence (e.g., HDI, COPC) or completion of relevant training programs.
- Demonstrated ability to work independently while maintaining strong team collaboration via virtual channels.
Work Schedule & Hours of Operation
Our contact center operates across multiple time zones to serve borrowers nationwide. You must be able to work any shift within the following windows, with flexibility to rotate as business needs dictate:
- Monday: 8 am – 9 pm ET
- Tuesday / Wednesday: 8 am – 8 pm ET
- Thursday / Friday: 8 am – 6 pm ET
Weekend or holiday coverage may be required on an as‑needed basis, with appropriate premium pay and scheduling notice.
Compensation, Benefits & Perks
Maximus offers a market‑competitive salary that reflects your experience and the critical nature of the role. In addition to a base salary, you may qualify for:
- Performance‑based bonuses tied to key quality and productivity metrics.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings options, including a 401(k) with company match.
- Paid time off (vacation, sick leave, and personal days) and paid holidays.
- Tuition assistance and professional‑development reimbursement for certifications and courses.
- Employee assistance program (EAP) for mental‑health support, counseling, and wellness resources.
- Technology stipend to help maintain a high‑quality home office setup.
- Opportunities for internal mobility across Maximus’s diverse service lines (healthcare, social services, and education).
Career Growth & Learning Opportunities
Maximus is committed to investing in its people. As a Remote CSR I, you will have a clear pathway to advance your career, including:
- Structured Training Program: A comprehensive onboarding curriculum covering Federal Student Aid policies, call‑center best practices, and compliance requirements.
- Mentorship: Pairing with experienced senior agents who provide guidance, feedback, and career advice.
- Internal Certifications: Access to internal learning portals for gaining higher‑level credentials (e.g., CSR II, Team Lead, Quality Analyst).
- Cross‑Functional Exposure: Opportunities to work on special projects, process‑improvement initiatives, or temporary assignments in related departments such as compliance, data analytics, or training.
- Leadership Development: For high‑performing agents, a fast‑track program to supervisory or management roles within the contact‑center hierarchy.
Work Environment & Company Culture
Maximus cultivates an inclusive, collaborative, and mission‑driven culture where every employee feels valued. Our remote workforce enjoys:
- A supportive virtual community with regular team huddles, town‑hall meetings, and social events.
- Recognition programs that celebrate outstanding performance, innovation, and customer empathy.
- Diversity, equity, and inclusion (DEI) initiatives that promote a respectful workplace for veterans, people with disabilities, LGBTQ+ individuals, and all under‑represented groups.
- Transparent communication from senior leadership about company goals, performance metrics, and industry trends.
- Robust IT support for remote employees, ensuring your technology works seamlessly day‑to‑day.
Home Office Requirements – Must‑Have Checklist
- High‑speed broadband internet (minimum 25 Mbps) tested via speedtest.net.
- Hard‑wired Ethernet connection (no Wi‑Fi for primary work tasks).
- Dedicated desktop or laptop computer meeting Min‑Spec requirements (Windows 10/11 or macOS, 8 GB RAM, 256 GB SSD).
- Quiet, private workspace with a professional backdrop for any video calls.
- Uninterrupted power source (UPS recommended) to avoid downtime during outages.
- Ability to travel within an hour of Jacksonville, FL, to pick up equipment and the required PIV‑I security card after successful background clearance.
Legal & Compliance Statements
Employment is contingent upon a thorough background investigation, successful completion of the Federal Department of Education clearance process, and ongoing adherence to all applicable privacy and security regulations. Candidates must be U.S. citizens and must reside within one hour’s driving distance of Jacksonville, Florida.
Equal Opportunity & Veteran Preference
Maximus proudly supports military veterans, active‑duty service members, their spouses, and retirees. We recognize the unique skills—discipline, resilience, and mission focus—that veterans bring to our workforce. As an Affirmative Action/Equal Opportunity Employer, we provide equal employment opportunities to all qualified applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
Ready to Make an Impact?
If you are enthusiastic about helping students achieve their educational dreams, thrive in a dynamic remote environment, and meet the residency and citizenship requirements, we want to hear from you. Apply now to join a purpose‑driven team that values your talent, invests in your growth, and rewards your dedication.
Take the next step in your career—click the link below to submit your application today!
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