Customer Care Specialist - Wilkes-Barre, PA

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 Wilkes-Barre, PA
• 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 1/26/26.

 

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 4 weeks), but you will be required to report in-office 1 day per week the first three weeks of the training period and the last full week to complete the phone training portion of the curriculum and ensure you have hands on support. Exact dates of the in-office requirements will be provided to you prior to the training class.

 

POSITION DETAILS:

• Job Type:
  • Remote/Hybrid
  • To support the onsite requirement, applicants must live within 1 hour of Wilkes-Barre, PA. 
• Start Date:
  • January 26, 2026
• Compensation: 
  • $16 per hour + eligibility for a monthly performance-based incentive after the training period, along with a full benefits package and generous paid-time-off.  

  

SCHEDULE:

During New Hire Training: Monday-Friday, 9:00 AM – 6:00 PM EST

(training period = 5 weeks)

  

 In-Office Days During Training (mandatory):

• Monday, January 26 (DAY 1): 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.
• Monday, February 2 and Tuesday, February 3: Outbound nesting period
• Thursday, February 19: Participate in in-person training and Y-Cording Day 
• Friday, February 20; Monday, February 23; Tuesday, February 24; Wednesday, February 25; Thursday, February 26: Nesting period - Job shadow with a tenured agent and complete the phone training portion of the curriculum. This portion of the training ensures you have hands on support and additional opportunities to shadow tenured agents who will be available to provide coaching and feedback.
• *Any changes necessary to the in-office schedule will be communicated promptly for planning purposes.

 

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. 

 

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 Wilkes-Barre, PA.
• Full participation and attendance in the mandatory 5-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

The Higher Education Loan Authority of the State of Missouri, also known as the Missouri Higher Education Loan Authority or MOHELA is one of the largest holders and servicers of student loans in the United States. Its headquarters are in St. Louis, Missouri.