Supervisor, Borrower Account Services

Manages the daily activities of the Borrower Recovery Teams. Participates with management to ensure Trellis meets collection and borrower recovery goals. Oversees the activities performed by a team of Recovery Specialists, providing leadership to achieve collections goals. Manages collection accounts within the DACCS Case Management System, monitors and improves quality, coaches staff, and prepares reports for efficient operation of the Collections Department. Ensures compliance with Fair Debt Reporting Act, Privacy Laws, FDCPA, and other federal regulations, while resolving borrower issues and providing quality customer service.

Responsibilities

• Resolve Team Member and Borrower issues or complaints.
• Review, analyze, and approve compromises to maximize revenue.
• Ensure staff determines the appropriate course of action for accounts and makes decisions in extraordinary circumstances.
• Set up Dialer Calling Campaigns to maximize collections efficiency and revenue generation; provide administrative oversight of the dialer for default and non-default teams.
• Ensure the team achieves prescribed goals and measures.
• Analyze and create reports to assist collections in developing strategies and identify system inefficiencies.
• Coach and train team members on job responsibilities.
• Monitor phone calls to ensure compliance and quality control standards are met.
• Serve as Subject Matter Expert (SME) on system enhancement functions, including workflow development and process improvements.
• Monitor and promote high levels of customer service.
• Screen, interview, and select new team members.
• Increase borrower repayment, Rehabilitation, Consolidation, and Administrative Wage Garnishment Revenue as per FSA guidance.
• Ensure all consumer contact adheres to FDCPA (State and Federal), Privacy Act, FCRA, GLB, TCPA, and policies prescribed by governing agencies (FCC, FTC, CFPB).
• Accurately enter information into the account management system.
• Mentor newly hired representatives with on-the-job training and support.
• Provide feedback to management on processes and procedures to improve performance.
• Maintain thorough knowledge of FFELP regulations, Fair Debt Reporting Act, and Fair Debt Collection Practices Act.
• Participate in training and learning opportunities to ensure compliance and expand knowledge.
• Provide input and recommendations for procedural changes.
• Support other department functions and responsibilities as needed.
• Interact with all levels of management and contribute to strategic initiatives.

Requirements

• High School diploma or equivalent (Bachelor’s degree preferred).
• Two or more years of proven supervisory experience in collections, compliance-oriented positions, or a highly regulated field.
• Thorough knowledge of FFELP programs preferred; one year of student loan experience preferred.
• Strong, current knowledge of federal and state laws and regulations.
• Ability to analyze regulations as they pertain to the business unit.
• Strong persuasive writing and proofreading skills.
• Ability to function independently under pressure with minimal guidance.
• Ability to negotiate with irate individuals.
• High degree of resourcefulness, creativity, and analytical ability.
• Ability to maximize limited resources to achieve ambitious objectives and goals.

Skills

• Action Oriented
• Builds Effective Teams
• Business Insight
• Change Champion
• Collaborates
• Communicates Effectively
• Compliance
• Cultivating Innovation
• Customer Focus
• Decision Quality
• Demonstrates Self-Awareness
• Develops Talent
• Directs Work
• Diversity Focused
• Drives Results
• Drives Vision and Purpose
• Ensures Accountability
• Interpersonal Savvy
• Plans and Aligns
• Relationship Management
• Resourcefulness
• Self-Development
• Situational Adaptability
• Strategic Mindset

Physical and Mental Demands

• Occasionally moves about inside the office.
• Repetitive motion (e.g., operating a computer, phone, and office equipment).
• Regularly handles, feels, or grasps objects and reaches across a work area.
• Regularly communicates with employees and clients via phone, virtually, or in person.
• Requires close visual acuity to view and enter information into computer systems, analyze data, and develop reports.
• Mental focus to maintain accuracy in exchanging detailed information through oral and written communication.

Work Environment

Work may be conducted remotely or in an office with a small cubicle environment. The office is climate-controlled with no substantial exposure to adverse conditions.

Pay

Base Salary: $58,218.00 - $65,981.25 annually (commensurate with experience). This position is eligible for a corporate annual incentive, subject to Board of Directors' discretion and approval.

Benefits

• 11 paid holidays + 1 floating holiday per year.
• Comprehensive benefits package including health, dental, vision, and retirement plans.

Schedule

The Call Center operates Monday through Thursday from 10:00 a.m. to 7:00 p.m. Central Time and Friday from 8:00 a.m. to 5:00 p.m. Central Time. As a supervisor, this position requires leadership coverage across operating hours. Candidates must be available to work at least one 7:00 a.m. to 4:00 p.m. shift and one 10:00 a.m. to 7:00 p.m. shift each week.