Customer Care Specialist - Fishers, IN

Job Description Are you passionate about helping others? If so, we want you on our team! MOHELA is looking for team members who will provide exceptional service and support to our customers. Must live within 1 hour of Fishers, IN Bilingual applicants fluent in both English and Spanish are encouraged to apply. A bilingual differential of $1.00 an hour will be available after training with passing assessment results. All interviews will be video calls conducted via Microsoft Teams. Next training class available 9/22/25. JOB DESCRIPTION: As a Customer Care Specialist, you’ll play a critical role in assisting our customers as they navigate successful management and repayment of their loans. By speaking with our customers on both inbound and outbound calls you will be the voice of MOHELA, guiding them through their options to help them achieve account resolution while providing them with support that is easy and reliable. As a hybrid employee, your schedule will include a mixture of remote work-from-home and in-office scheduling. During the New Hire Training period, your technical training will primarily be virtual (lasting approximately the first 3 weeks), but you will be required to report in-office as follows: Monday - September 22, 2025, to receive in person training on accessing MOHELA systems and pick up your home office equipment. Note, you will be on-site in the morning and return home for the afternoon to set up your equipment then resume training virtually. Thursday - October 2, 2025, to participate in person training on designated topics. Thursday - October 9, 2025, to job shadow with a tenured agent prior to starting the phone training portion of the curriculum. Monday - October 13, 2025 through Friday - October 17, 2025, to complete the phone training portion of the curriculum and ensure you have hands on support as well as additional opportunities to shadow tenured agents who will be available to provide coaching and feedback. Note: Any changes to the in-office schedule will be communicated promptly for planning purposes. After New Hire training concludes, you will be required to work onsite at least 2 times a month or as needed in the event of technical issues (i.e. internet outages or other connectivity issues) that impact your ability to effectively perform your job responsibilities. All onsite workdays will be scheduled by your supervisor and ample notice of these days will be provided to allow you to plan accordingly. Reliable transportation to ensure you are able to fulfill the in-office requirement is critical. POSITION DETAILS: Job Type: Remote/Hybrid To support the onsite requirement, applicants must live within 1 hour of Fishers, IN. Start Date: September 22, 2025 Compensation: $ 16 per hour + Full Benefits Package and generous Paid-Time-Off. There is also eligibility for a monthly performance-based incentive when training ends. SCHEDULE: During New Hire Training: Monday-Friday, 8:00 AM – 5:00 PM EST (training period = 4 weeks) After New Hire Training one of the following shifts will be assigned. You must be available to work both shifts as availability will be based on business need at the time New Hire Training ends. During your interview, you will be asked to confirm your availability for both shifts. Performance and Attendance during New Hire Training will be a consideration in shift assignment. SHIFT ONE Monday – Tuesday, 12:00 PM – 9:00 PM Wednesday – Thursday, 9:00 AM – 6:00 PM 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 all hardware and software. Qualified candidates must secure the following to successfully execute job responsibilities: Reliable high-speed internet– minimum of 100mbps download/ 10 upload speed and latency less than 50 ms. Wi-Fi, Hot Spot (i.e. 5G), satellite internet and/or shared internet connections are not actable. Internet connection must be hard-wired into equipment provided by MOHELA. Designated, quiet home office space free from distractions and ability to remain engaged at the workstation for the full duration of the scheduled shift, except for standard breaks. Computer equipment will be provided and distributed on-site the first day of employment. Ability to work onsite as required and if and when any home internet/technical issues arise. MINIMUM REQUIREMENTS: High School Diploma, GED, or Equivalent 1 year of work experience with priority given to call center or student lending experience (An Associates or Bachelor’s degree may substitute for experience.) Demonstrated stable work history Must live within 1 hour of Fishers, IN. Full participation and attendance in the mandatory 4-week training period. Ability to pickup computer equipment and work onsite the first day of training and as noted. Ability to meet all office and technology requirements described above. + Ability to think critically to provide customers with the information they need in an efficient and effective manner. Superior customer service and interpersonal skills, including ability to maintain a positive, empathetic, and professional attitude toward customers at all times. 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. Demonstrated ability to listen and “hear” the customer’s concern so that the appropriate response is given. PREFERRED QUALIFICATIONS: Experience working in a high-volume contact center Student loan or financial aid experience College Degree Location(s) Fishers, Indiana 46077, United States Pay Range 16 Benefits Summary WHO WE ARE: At MOHELA we are a nationally recognized nonprofit organization with over 40 years of experience in student loan servicing and higher education financing. Since our establishment in 1981, we have been dedicated to providing world-class customer service to our borrowers, understanding the unique challenges that come with financing higher education. WHAT WE OFFER: Competitive Salary: We value your skills and experience and offer a compensation package that reflects that. Comprehensive Benefits Package: Our benefits include medical, dental, and vision coverage, with elected benefits starting on the 1st of the month following enrollment. Generous Paid Time Off: We understand the importance of work-life balance, which is why we offer generous vacation and paid-time-off policies. Life Insurance and Short-Term Disability Coverage: We provide essential coverage to ensure your peace of mind. 401(k) Plan: Take advantage of our 401(k) plan with a dollar-for-dollar match up to 8% of your salary after 6 months of service. Tuition Reimbursement: Invest in your education with our tuition reimbursement program available after 3 months of employment. Dependent Child College Tuition Reimbursement: We support the educational goals of your family as well. Public Service Loan Forgiveness (PSLF) Eligibility: Our organization qualifies for the PSLF program through the U.S. Department of Education. Paid Holidays and Personal Days: Enjoy 7 paid holidays and 4 paid personal holidays each year. Employee Assistance Program: Access support for personal and professional challenges. Local Employee Discounts and Pet Insurance: Enjoy additional perks that enhance your lifestyle.