Account Resolution Specialist

Essential Duties And Responsibilities

• Handles outbound dialer calls to contact borrowers with defaulted loans.
• Handles inbound calls and assists clients as appropriate.
• Educates borrowers regarding available options for default resolution; allows borrowers to select the best option for them and takes appropriate next steps to support desired option.
• Maintains department performance targets for volume and type of account resolutions.
• Provides accurate and clear documentation of course of action taken and next steps.
• Maintains individual and corporate call quality goals.
• Performs secondary follow-up on contacts, including skip tracing processes.
• Follows established departmental processes and procedures.
• Complies with FFEL student loan regulations and maintains an updated knowledge of program changes.
• Escalates situations outside guidelines to direct supervisor.

Required Qualifications

• High School degree or GED
• 1+ year of collections, call center, or customer service experience
• Ability to use basic math skills while completing daily work responsibilities
• Basic proficiency in Microsoft Office suite or Mac Office

Pay

The hourly range for this position is $20.00 - $23.00 per hour. Actual hourly pay may vary based upon, but not limited to, relevant experience, time in role, peer and market data, business sector and geographic location.

Benefits

• Health & wellness benefits: Medical, dental, and vision insurance plan options, with a generous employer subsidy.
• Company paid life & disability insurance, pre-tax flexible spending accounts and robust wellness programs.
• Financial benefits: Generous 401(k) plan with a company match up to 6% and additional discretionary contribution potential, holiday time off, paid time off accrual starting at 20 days/year and commuter subsidy.
• Education benefits: Tuition reimbursement up to $10,500/year for approved programs and student loan payment reimbursement up to $4,800/year. Up to $5,250 of qualifying education benefits can be reimbursed pre-tax.