Customer Care Specialist - Wilkes-Barre, PA

Are you passionate about helping others? If so, we want you on our team! MOHELA is seeking Customer Care Specialists to provide exceptional service and support to our customers. In this role, you’ll assist customers with managing and repaying their loans through inbound and outbound calls, helping them understand their options, and work toward successful account resolution. IMPORTANT POSITION DETAILS: LOCATION : Hybrid. Applicants must live within 1 hour of Wilkes-Barre, PA PAY : $16.00/hour, plus eligibility for a monthly performance-based incentive after training, along with a full benefits package and generous paid-time-off. Applicants fluent in Spanish will be eligible for a $1.00/hour differential, available after training upon completion of the required assessment. START DATE : Tuesday, September 29,2026 TRAINING SCHEDULE : Monday-Friday, 8:00 AM – 5:00 PM ET for approximately 5 weeks HYBRID WORK & TRAINING: This position includes a combination of remote and in-office work. The 5-week New Hire Training program will be primarily virtual; however, in-office attendance is mandatory on designated training days – including day 9,11,12,13, and 20 of training, and the last full week, days 21-25, to complete on-the-phone training and ensure you have hands-on support. Employees will also be required to report onsite as needed following training, including when home internet or technical issues prevent remote work. Full participation and attendance throughout the training period is required. AFTER TRAINING SCHEDULE: Following New Hire Training, employees will be assigned one of the schedules below based on business needs. Applicants must be available to work either schedule. Shift One Monday – Tuesday: 12:00 PM – 9:00 PM Wednesday – Friday: 9:00 AM – 6:00 PM Shift Two Monday – Tuesday: 9:00 AM – 6:00 PM Wednesday – Thursday: 12:00 PM – 9:00 PM Friday: 9:00 AM – 6:00 PM OFFICE AND TECHNOLOGY REQUIREMENTS: MOHELA will provide the computer equipment and software needed for the position. Employees working remotely must have the following to successfully execute job responsibilities: Reliable high-speed internet with a minimum of 100 Mbps download, 10 Mbps upload, and latency below 50 ms. A hard-wired internet connection to MOHELA-provided equipment; Wi-Fi, mobile hotspots, 5G, satellite internet, and shared internet connections are not acceptable. A designated, quiet home workspace free from distractions Ability to remain engaged at the workstation throughout the scheduled shift, except during standard breaks Ability to report onsite as required and if any home internet or technical issues arise Ability to download and use the required authenticator application Computer equipment will be distributed onsite the Friday prior to employment. MINIMUM REQUIREMENTS: High school diploma, GED, or equivalent At least 1 year of Customer Service experience, with preference given to those with call center, student lending, or financial aid experience (associate or bachelor’s degree may substitute for the experience requirement) Demonstrated stable work history Must live within 1 hour of Wilkes-Barre, PA Ability to fully participate in and attend the mandatory 5-week training program Ability to meet all office, technology, and onsite requirements (including the ability to pick up equipment onsite the Friday before employment, and download the authenticator app) Exceptional customer service and interpersonal skills, with the ability to maintain a positive, empathetic, timely, and professional approach Excellent computer navigation skills, including the ability to multi-task and use dual monitors to toggle between screens and systems while speaking with customers Ability to develop and maintain an in-depth understanding of student loan servicing processing and possess the skills to effectively communicate program requirements in a clear and concise manner PREFERRED QUALIFICATIONS: College Degree