Registry Analyst (Honolulu)

Customer Support Representative

Responsible for intermediate level inbound call, outbound call, email and web chat services, as well as back-office services. Applies skills and experience to show a focus on customer satisfaction and adherence to established Service Level Agreements (SLAs). Maintains end-to-end responsibility for customer's support needs providing timely, reliable, and courteous service. Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested. Researches and analyzes customer service issues to provide information and solutions in a timely manner. Works with a moderate degree of supervision to deliver consistent results and effective resolutions to customers. Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc. Performs analysis of COD borrower data integrity situations identified by Customer. Demonstrates enhanced service skills in identifying core customer issues and providing long-term solutions. Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures. Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. Support Services shall be executed in compliance with processing and program guidelines published by Customer.

Minimum Qualifications

• High School Diploma or GED.
• 2-5 years or related experience in Customer Service or public relations.

Other Job Specific Skills

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in Knowledge, Skills and Abilities above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.