Financial Aid Inbound Call Center Services

The agency requires a US organization to deliver high-quality, compliant, and scalable inbound contact center services offsite. The selected vendor must handle an estimated annual volume of 62,000 calls from students, parents, and stakeholders regarding financial aid between 8:00 AM and 5:00 PM CST, Monday through Friday. Key responsibilities include resolving Tier 1 inquiries, escalating complex or sensitive cases, documenting interactions for audit readiness, and providing technology with call routing, IVR, recording, and reporting capabilities. Only onshore US organizations are eligible to apply for this work. Interested applicants must submit questions by October 13, 2026, following an optional pre-bid conference on October 9, 2026. Applicants may submit their digital proposals via email or online for a contract term of two years, with pricing to be detailed in their submitted proposals.