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Sallie Mae, Inc.

Customer Care Specialist

Sallie Mae, Inc. - Wilkes Barre, PA

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As a Customer Care Specialist, the pay is $12.00/hr



enefits starting the 1st of the month after you are hired! Some of which include:

Eligibility for monthly performance bonus

3 weeks of PTO (increases to 4 weeks after just 1 year of service)

Medical, dental, vision

401K (plus employer match)

Tuition Reimbursement

On-Site Fitness Center

Business casual environment

Customer Care Specialist is responsible for providing quality customer service and account resolution to customers, endorsers, and co-makers via incoming or outgoing phone calls. This position may also utilize approved resources and internet sites to obtain location/contact information for consumers. A goal of the specialist is to answer inquiries from customers, reduce delinquency, secure payments, and counsel customers on available repayment options and deferment options.


Six months to one year customer service or collections experience or 2 year or 4 year degree.

Must be able to work Monday-Friday, three days from 8am to 4:30pm and two days from 12:30pm to 9pm. There is also one Saturday a month (8am-Noon). Training Hours are 12:30-9pm for 5 weeks.

Must have excellent PC skills and ability to operate in a business environment

Ability to handle high volume of calls in a stressful, fast paced environment.

Must communicate in a clear and concise manner.

Demonstrated ability to listen and hear the customer's concern so that the appropriate response is given.

Demonstrated ability to perform mathematical calculations in order to determine proper delinquency of loans utilizing last payment dates, monthly payment amounts, interest rates and payments received.

Demonstrated ability to maintain professional conduct in a business environment.

Ability to work effectively in a team, people, and results oriented environment.

Excellent verbal communications skills, including the ability to express complex concepts clearly and concisely using proper grammar.

Ability to handle difficult or irate customers professionally and calmly.

Effective listening and negotiation skills.

Well-organized with ability to set and execute on priorities.

Excellent typing skills and knowledge of PC applications with ability to work with multiple screens and interfaces.

Ability be flexible with scheduled work hours.

Must develop and maintain an in-depth understanding of student loan servicing processing.

Position requires extensive use of computer.

Ability to sit in one place for long periods of time.

Must be able to obtain 5C level security clearance (facilitated during new hire process)


Student lending, banking, or financial aid

Call center experience a plus

All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a federal government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

EOE Minority/Female/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America. Navient is a drug free workplace.




Wilkes-Barre, PA

Date Posted

May 4, 2018

16 days 15 hours ago

Sallie Mae, Inc.


Customer Care Specialist Sallie Mae, Inc. - Wilkes Barre, PA, United States


Location: Wilkes Barre, PA

Company Profile:
Sallie Mae (NASDAQ: SLM) is the nation’s No. 1 financial services company specializing in education. Celebrating 40 years of making a difference, Sallie Mae continues to turn education dreams into reality for American families, today serving 25 million customers. With products and services that include 529 college savings plans, Upromise rewards, scholarship search and planning tools, education loans, insurance, and online banking, Sallie Mae offers solutions that help families save, plan, and pay for college. Sallie Mae also provides financial services to hundreds of college campuses as well as to federal and state governments. Learn more at Commonly known as Sallie Mae, SLM Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.