Borrower Account Services Representative II

About the role

Trellis Company is a nonprofit 501(c)3 corporation dedicated to helping students and higher education institutions. This role involves assisting borrowers in navigating repayment arrangements and providing detailed information about available programs.

Responsibilities

• Provides borrowers and authorized third-party representatives with detailed information about available repayment programs and forgiveness/discharge options.
• Analyzes borrower eligibility for federal programs following internal and regulatory policies.
• Counsels borrowers to determine the appropriate program based on account eligibility, borrower’s current financial situation, and their ability to repay.
• Counsels borrowers regarding the importance of repayment and the consequences of non-payment.
• Researches and responds to borrower and employer correspondence, via email, letters, and documentation.
• Adheres to and maintains current knowledge and compliance with FDCPA, Privacy Act, FCRA, GLBA, TCPA, and HIPAA, as well as policies and procedures prescribed by governing agencies.
• Maintains compliance with all Trellis policies and procedures, scripts, and quality guidelines.
• Accurately enters all information into the account management system.
• Makes skip trace activity to gain location information.
• Prepares accounts for involuntary repayment, including Administrative Wage Garnishment, Federal Offset, and State Offsets as applicable.
• Includes direct communication with employers regarding existing garnishments.
• Effectively analyzes and manages assigned borrower work lists.
• Processes Consolidation Applications, Rehabilitation Agreements, Financial Disclosure Forms, and other requests.
• Initiates administrative forms and other information necessary for the borrower to satisfy selected program requirements.
• Actively protects and secures Nonpublic Personal Information (NPI), safeguard Personally Identifiable Information (PII), and Protected Health Information (PHI).
• Ensures borrowers are treated with the utmost respect and be mindful of customer interactions and the impact on both the Company and borrower.
• Assists other teams within Borrower Services with high priority and or unexpected high-volume tasks.
• Processes refunds and miscellaneous transactions to comply with changes in borrower status, Federal Guidance and Trellis Procedures.
• Processes incoming and outgoing correspondence.
• Assists with transactional and demographic updates as required.
• Participates in training and other learning opportunities to ensure compliance and expand knowledge of company, position, and process.

Qualifications

• Education: High school diploma or equivalent.
• Experience: Two (2) years office experience in loan servicing, collections, customer service, customer contact center, financial services, or student loan environment.

Benefits

• Base Salary: $17.00 – $21.00 per hour (commensurate with experience)
• Corporate Annual Incentive: Eligible for a corporate annual incentive, subject to the discretion and approval of the Board of Directors and not guaranteed.
• Paid Holidays: 11 holidays + 1 floating holiday per year
• Comprehensive benefits package including health, dental, vision, and retirement plans.