Description :

1. Provides customer service and answer student's inquiries regarding financial status.
2. Reviews the basic borrower rights and responsibilities under the Federal Loan Program.
3. Identifies and presents options including repayment plans, deferments, and forbearance as it relates to individual circumstances.
4. Monitors, tracks, and maintains all activities on the student accounts.
5. Acts as liaison between borrowers and third-parties such as loan servicers and the Department of Education to facilitate timely resolutions for At-Risk borrowers.
6. Computes and presents Federal Student Loan repayment schedules.
7. Works collaboratively across departments: to present borrowers with a clear picture of their options, to accomplish CCi default goals, and to improve cohort default rate (CDR) and projections.
8. Locates and notifies borrowers and endorsers of delinquent accounts.
9. Provides exceptional services to borrowers and associates via phone, mail, and electronic media.

Experience

2-5 Years

Level

Junior

Education

Certification

Description :

1. Generated outbound telephone calls to work and home telephone numbers.
2. Accepted inbound telephone calls from debtors.
3. Assured compliance with DOE, FDCPA and State Laws.
4. Assured compliance with all policy and procedures.
5. Completed the required documentation of each action on every account worked.
6. Worked designated file within the systems parameters.
7. Worked designated file in compliance with the clients work matrix.
8. Identified accounts that would be considered uncorrectable: Debtor has no ability to repay the balance.

Experience

10+ Years

Level

Senior

Education

Management

Description :

1. Places outbound calls, send letters, and send emails to contact delinquent borrowers and advise them of their repayment responsibility and options.
2. Receives phone calls from students, answering their questions regarding their loans and repayment options.
3. Counsels borrowers regarding the requirements for deferment, forbearance, rehabilitation and consolidation options.
4. Obtains completed deferment and forbearance forms from borrowers and submit them to the appropriate servicer in accordance with department guidelines.
5. Tracks and reports contact and cure activities in accordance with departmental guidelines.
6. Follows approved scripts and use approved letters in student contact activities to ensure compliance with company and regularly requirements.
7. Achieves the weekly, monthly and quarterly cure and activities goals set by management.
8. Acts as liaison between the student borrower and the loan servicer to obtain verbal forbearances and to update borrower information.

Experience

2-5 Years

Level

Junior

Education

Bachelor's

Description :

1. Interacted with customers are based on PHEAA, Navient, Nelnet policy, but some independence is necessary.
2. Revised or made changes to account information such as address changes, name changes or other changes to an account while providing extraordinary customer service.
3. Explained loan activity to customers while provide extraordinary customer service.
4. Assisted students in understanding and successfully managing their loan obligations.
5. Lowered total student loan defaults by reducing the number of delinquent student.
6. Utilized all available skip tracing techniques available to locate and resolve student loan delinquencies.
7. Positively impacted the annual cohort default rate by applying proven strategies.
8. Provided borrower assistance to minimize the number of borrowers who default on their student loans.

Experience

2-5 Years

Level

Junior

Education

High School

Description :

1. Efficiently and accurately handles borrower's inquiries regarding their student loans and make appropriate changes to account while establishing a personalized repayment plan within policies and Federal State Regulations.
2. Ensures the efficient and accurate handling of inbound and outbound calls in a blended highly productive call center environment while meeting quality assurance and key performance expectations.
3. Ensures the highest level of privacy and security in order to protect our customer's business partners and MOHELA while providing exceptional customer service.
4. Accurately researches and analyzes complex account situations to make decisions in which to provide appropriate resolution.
5. Responds to inquiries to include A strong knowledge base of company processes and procedures A comprehensive understanding of systems process a in order to explain confidently and accurately all account activity.
6. Manages difficult or emotional customer situations, Responds promptly to customer needs and solicits customer feedback to improve service.
7. Shows respect and sensitivity for cultural differences.
8. Assists with the continuing training of existing employees with proficiency in every day inbound and outbound calls.

Experience

5-7 Years

Level

Executive

Education

Bachelor's

Description :

1. Provided counseling to students-current and previous-in repayment of federal student loans.
2. Offered assistance in acquiring up-to-date accounts and refraining from default status, by providing options that students are entitled to, including: forebearance, deferment and lower payment options.
3. Contacted lender on a 3rd party conference call and relayed info to get best option applied to student's account.
4. Trained top 2 Representatives in company.
5. Initiated effective solutions to reduce default rate.
6. Detailed in documentation.
7. Perfected procedure to demonstrate consistency.
8. Restored student's peace of mind by providing great customer service.

Experience

7-10 Years

Level

Management

Education

Associate's

Description :

1. Revised or made changes to account information such as address changes, name changes or other changes to an account.
2. Explained loan activity to customers.
3. Submitted requests from customers that included: payment history letters (Summary of Accounts), repayment plan applications, or deferment/forbearance applications.
4. Advised customers of delinquencies regarding past due payments.
5. Worked with customers on changing their repayment plans, posting payments with a deferment or forbearance.
6. Answered emails from customers with questions pertaining to their loan account.
7. Processed due date changes upon request from the customer Troubleshooting customers within their online account on company's website.

Experience

2-5 Years

Level

Junior

Education

Associates

Description :

1. Completed calls with an automatic call distributor (ACD) in a call center.
2. Assisted students in setting up payment plans Utilized NSLDS to look up loans.
3. Provided a high level of customer service explaining various forbearance and deferment options.
4. Answered Inbound calls from students, parents, and lenders.
5. Negotiated terms and conditions for students with lenders.
6. Updated students demographic and account information in default management software.
7. Completed Skip tracing activities using Lexis Nexis, Fast Data, and CampusVue.

Experience

5-7 Years

Level

Executive

Education

Certificate

Description :

1. Timely and accurately processes departmental tasks to maintain due diligence and third party requirements while being available for call activity.
2. Ensures the highest levels of privacy and security in order to protect customers and business partners, while providing exceptional customer service.
3. Responds to account inquiries via phone and written correspondence while complying with all Federal, State and internal guidelines and policies which includes Security and Privacy Policies Communicate in a professional manner with interdepartmental contacts to research/resolve account situations.
4. Develops professional written correspondence when necessary to supply the borrower with written confirmation of information requested.
5. Demonstrates empathy when responding to sensitive caller situations.
6. Utilizes fact-finding questions to determine the necessary course of action including but not limited to: demographic and account updates, deferment entitlements, repayment options, and forbearance alternatives.
7. Accurately researches and analyzes complex account situations to make decisions in which to provide appropriate resolution.

Experience

10+ Years

Level

Senior

Education

Bachelor's

Description :

• Effectively managed a high-volume of inbound and outbound customer calls.
• Answered a constant flow of customer calls with up to 30 calls in queue per minute.
• Addressed and resolved customer product complaints empathetically and professionally.
• Organized floor displays to maximize space and call attention to latest merchandise.
• Gathered and verified all required customer information for tracking purposes.
• Set a repayment plan for them and explain what type of plans they have.
• Organized floor displays to maximize space and call attention to latest merchandise.

Experience

0-2 Years

Level

Entry Level

Education

Associates