Bilingual (Spanish) Customer Service Specialist FSA ID Helpdesk

Clearance Level
None
Category
SCA
Location
Remote, Working from Kansas
Hybrid Workplace
Key Skills For Success

Answering Telephones

Customer Service

English Language

Problem Resolution

Spanish Language

REQ#: RQ169602
Public Trust: MBI Full 5C (T3)
Requisition Type: Pipeline
Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.

Job Description

GENERAL SUMMARY:

The FSA ID, comprised of a user-selected username and password, provides the method by which students, parents, and borrowers authenticate their identity to access their federal student aid information. The FSA ID Help Desk assists students, parents, and borrowers to resolve issues regarding creation and use of FSA IDs.

JOB RESPONSIBILITIES:

  • Assist students, parents, and borrowers to resolve issues regarding creation and use of FSA IDs in a timely, courteous, and professional manner
  • Provide assistance to callers in both English and Spanish
  • Acquire and maintain an understanding of various Department of Education processes, procedures, and Web sites
  • Engage in active listening to diagnose problems, and use various reference sources to rapidly lead callers to problem resolution.
  • Adhere to Privacy Act as it relates to confidentiality of information releases
  • Accurately and efficiently maintain all required call logs and phone documentation
  • Work overtime as needed
  • Perform other duties as assigned
  • Regular and Predictable Attendance is Required
  • SPONSORSHIP NOT AVAILABLE

EDUCATION / EQUIVALENT TRAINING:

  • High School diploma or GED required

EXPERIENCE:

  • Minimum 1 year of customer service experience required
  • Experience supporting Web-based applications strongly preferred
  • Ability to organize simultaneous tasks for individual assignments and maintain flexibility in work scheduling and assignments required
  • Must be a self-starter and have the ability to work successfully both in a team environment and independently
  • Excellent verbal and written communication skills and strong interpersonal skills required
  • Must have minimum typing speed of 20 WPM

UNIQUE/ADDITIONAL REQUIREMENTS:

  • Must not be in default on a Federal Student Loan
  • Must be proficient in both English and Spanish verbal communication
Work Requirements
Years of Experience

1 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

None

Citizenship

U.S. Citizenship Required

About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.