customer service representative

call center representative

customer care specialist

loan servicing specialist

executive administrative assistant

MOHELA

As a Loan Servicing Specialist you basically start the day out working  forbearances and deferments and do that all day long. You receive frequent directives from management on which queue you should be working. There is a strict dress code and you are monitored on what status you are in constantly.  Since February 2018 production standards were increased substantially.  If you do not meet the incentive level you cannot listen to earphones.  In other words you have to earn the right to listen to music while performing essentially glorified data entry. Many times you are trained to work more and different queues. Your work is also judged by your quality assurance scores. Usually that is not a problem. The benefits at Mohela are pretty good and you accumulate vacation and PTO pretty fast. Another unexpected perk you get as a new hire is extra pay when you are not enrolled in their insurance. If you get hired in the middle of the year you will get an extra $2 to $3 an hour since Mohela's government contract requires them to pay out a certain amount per employee. That extra pay will last until you are eligible for open enrollment. Work here if you have a limitless attention span and can type as fast as a court room stenographer to thrive here. Some of the HR dept people are nice but never really did anything about issues I was having in the workplace. Another thing that I did not think was fair is the call center got paid about $3 more per hour than in loan processing.  If workers transferred from the call center they got to keep the higher pay.  Management was a mixed bag.  My main manager was awesome and pretty laid back and really cared.  The next guy I had for about a month was uncaring and was really strict  about everything.

I will be honest this is the worst job for people who are free spirited and want a good job. This job is very repetitive and you will be doing the same thing over and over again. They monitor your every move, with cameras everywhere, and forget getting up to use the bathroom when you want. You get two 15 min breaks and hour lunch and you are expected to do everything you need during that time. The atmosphere here is horrible. A lot of my coworkers hated being there. My team started with 19 and then down to 7 within 6 months. This job was described as an in between job. The training is long and really boring. They don't care about workers too. Many people are sick and allergies are bad there but when leaving to go home they are fine. Also they expect productivity over quality. Some of my coworkers were fired if they didn't get better results....in 3 days!!! Also if you do voice your opinions you WILL get fired. 3 people were fired for reporting the safety of workers health there. People have voiced concerns about this with supervisors or when there are meetings and they would make sure to take names and fire them. The CEO is really crazy too. He has so many rules and when he is there there is no talking and you having to work. I had worked in Columbia so we had a little bit more freedom with talking but from what I heard with the Chesterfield location they can't talk at all. He also didn't like when the guys beards are long and wants everyone uniformed. When he comes they have to turn down the AC to freezing because he is a big guy. They didn't care that we were all really cold and uncomfortable. This job is a desk job without a voice and no freedom. So if you are looking for a fun job, please look elsewhere if you value your sanity.

Worked for the company for about 8 months before I ended my employment with Mohela. Training was ok, they kept it exciting enough and taught you how to use the system. Once on the floor, the attitude changes immensely. If your incapable of typing exactly what your saying as well as what your "customer" is saying, you will fall behind. (Most of the issue is the operating system isn't fast enough, you'll fall behind while tabbing throw the system prompts) After every call you have 34 seconds before the next call is forced onto you, and your limited to two fifteen minute breaks and a thirty minute lunch all at your supervisors discretion. Disciplinary action is extreme; recieved a write up for informing them I might need sick leave the next day; didn't end up using it but, as there was a possibility I could have called in, it put stress on management, resulting in an infraction. Why offer PTO if you can't use it? This job also advertises itself as assisting students with their loans and providing options to help them; when on the floor 80% of the calls per day were outbound calls to collect on a debt. And being a federal contractor, your incapable of responding to the very frequent occurrences of getting cussed out and threatened; hanging up on them will cost you your job. Overtime is mandatory, about 5-10 hours per week. Joined in a class of 23 on July 17, 2017. As of writing this only 1 from my class remains.

I want a job that I can go to preform and feel appreciated for the work that I've done. I don't want anything given to me, I want to and i'm willing to work for whatever I receive. I just want a far chance to establish and prove my capabilities. I'm a person who works hard and once I have the information of my job duties I take it and run with it.I am a people person and I get a great enjoyment out of helping others. One thing I enjoy about my current job is, someone can call sounding despite and doubtful. After talking with me I have given them hope and their thanking me for helping them out of what they felt was a hopeless situation.   

I need a job that want allow retaliation from anyone. Especially those in supervisors or "leadership" positions.I need leaders to act and perform in a manner as to how they want the people they are leading to perform. Respect should be 50/50 or at least 30/70. I want a job that I don't dread coming to and enjoy leaving. Or wonder after being force to be away from my children for mandatory OT why am I really doing this, and are they really benefiting from this forced OT? Although I was afforded the ability to gain other skills. I need a job that won't later use what I've learned against me. Or use me until i'm no longer useful to them. All in all I want a job with the first benefit in the benefit package being respect.

Mohela only cares about meeting their metrics, no matter what. The training management gives to meet those metrics, once agents are released from training, is mainly through emails. Agents are required to read numerous emails that are created by QA while still taking calls. Should an agent give misinformation to a borrower because of some policy that had changed from last week or the day before, than that representive's score would then be dropped by QA and additional coaching is recommended by QA to the agent supervisor. Mohela feels that anything outside of your daily tasks will take away from your duties and the company metrics.  If thsse unwanted behaviors continues by any agents, such as talking to your neighbor, calling off alot, using of your time off, taries, constant bathroom trips, being late by 1/2 mins, crossword puzzles at your desk or anything that is not in your job description or that management has tasked you to do, than you will be placed on a P.I.P before finally being terminated. Mohela ia also big on perception.  So your first impression will be your last.  So make it a good one because their is no coming back from it.  So if you are an individual that fits Mohela's image of management, trust and believe you will know it because you will be promoted fast, despite not fully understanding the student loan industry, since it does change constantly.

I remember getting the phonecall at first for the job. A year AFTER I had interviewed. The job was going to be for something much different. Contracted Loan servicing specialist. Of course I myself and other never knew the position was contracted. Mistake #1. It wasn't really going to be customer service position like we were told because we didn't even speak with customers. Mistake #2. We were told it was data entry, but little did we know it wasn't a true data entry job. Mistake #3. 
I left my job believing this was a job worth taking, that the benefits would outweigh all the negative reviews I had seen. But I was so very wrong. I wish I would have followed the negative reviews instead of giving it the "benefit of the doubt". You can't use the restroom when you want to because if that's the case you will eventually get a write up for releasing bodily fluids. They tell you to control that issue. You will be wrote up for something was not addressed to you in the beginning and continuously wrote up until you figure out the mistake you making. There was no sense of a "TEAM" feeling. The only great thing I got from the place was some really amazing co-workers. If you're needing a job very bad, I understand why you would take the position...  but if there are other options out there for you at jobs TAKE THOSE! I'd hate to see you fired after just a few months of something you can't control.

I worked there for a year, and I read the reviews before I applied. My opinion was turned around by how elaborate and detailed the training was, and how nice and cordial everyone was. It wasnt until I got on my first shift that I found that it was all about what supervisor you get, and how fake and friendly you can be to higher ups. My first shift was terrible, poor communication, and I felt like a failure when taking calls. My opinion of MOHELA was saved after I was able to move shifts (it is quarterly you get the chance, but don't give your hopes up about the preferred shift you want) that I was back to feeling optimistic about my employment there. All the bad reviews I've read seem to be from people working  from the main office, and it's unfortunate it's a completely different atmosphere. But I've learned if you mind your business, don't share too much about yourself, don't have family, come there to work, then it's a great place to work for the benefits and pay. If you're serious about your job, you can last there, but taking calls all day is exhausting and wears down on your brain after a while.  The PTO is convenient, but the short bathroom breaks and disciplinary system is a bit strict in my opinion. It is also hard to advance as well if you are not a top performer in the contact center, or if you're not friends with people in management.

A typical day for work was being able to adjust to call volumes some were low most was high. I learned so much I truly believe this job set me up to succeed. I learned about crm Microsoft systems being able to navigate to computers, PC and monitor. Management was very lenient. I did develop a sickness and my company was able to accommodate me. They helped me succeed in this company. They always was able to give me healthy criticism weekly check-in with my supervisor so that way I can be able to become a better customer service rep. The most enjoyable part about this position was being able to help the customers being able to navigate the systems to get compliance to their needs. If I could be employed back with MOHELA again I would through circumstances of losing a pregnancy I was not able to fulfill my job duties, but I am in full throttle healthy, and I would recommend it position as being a loan officer I was able to understand the hardships with others, considered your feelings and also be able to obtain the accounts so that way people would not go delinquent. That was my duty. I was a part of something great working for the federal student aid.

Contacts delinquent or defaulted borrowers by telephone and/or automated dialing system,

negotiate terms for repayment of debts within the limits of the law, regulation, policies, and

procedures governing the collection of delinquent or defaulted accounts. Contacts third parties

such as listed references by telephone in attempt to obtain location information helpful in

collecting delinquent or defaulted debts. Demonstrates excellent telephone communication skills.

Employs excellent listening skills, applies program knowledge and utilizes available research

resources in order to understand and assess borrower situations as well as to identify potential

avenues for resolution. Using persuasive speaking techniques, superb customer service skills, and

call control techniques, counsels borrowers on methods to resolve delinquency, avoid default, and

get out of default. Documents in the borrower?s record, all contacts and attempted contacts as

well as all relevant collection activity. Research account history; check imaged documents, or use

other skip resources to locate borrowers. Consistently meets corporate and department goals and

deadlines. Performs other collection related duties as assigned.

What I learned at MOHELA help have a better understanding of federal student loans and what the debt does to some folks. There's is a lot of miscommunication between students, colleges, the government, and the federal loan servicers. Unfortunately, the metrics used to "service" the call, reflects on the quality of the overall service. The company is focused on taking as many calls as possible and neglects the quality of the information given. However, that quality reflects on your performance, therefore, it affects you directly. You're the one responsible to give information within a 7-minute call. Too much or too little information you will be downgraded. There is no way to win within this company or any federal loan servicer for that matter. Inclusivity is non-existant. If you want to grow within the company you need the right attitude and skin color. They will allow certain fellows to get ahead to meet a quota and that is it. There is more to unpack, but not enough space or time in this review. I wouldn't work there again. If you can, please, find somewhere else to work. 

Top Job Titles	Average Salary
Customer service representative 1 salary reported	$19.00 per hour
Call center representative 4 salaries reported	$17.63 per hour
Customer care specialist 8 salaries reported	$16.00 per hour
Loan servicing specialist 1 salary reported	$17.50 per hour
Executive administrative assistant 1 salary reported	$60,000 per year

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