Tuition Loan Collector and Support Administrator

About the role

The Tuition Loan Collector & Support Administrator is responsible for contacting tuition loan borrowers to collect past-due balances while adhering to Federal Guidelines for debt collection. This position also supports the division’s customer service phone line, ensuring a high level of professionalism and customer excellence in interactions with school contacts and Education Services clients.

Responsibilities

• Follow Federal Guidelines for debt collection.
• Communicate with clients, both orally and in writing, using proper etiquette and professionalism.
• Document all customer contact and conversations regarding payment arrangements in the bank’s online collection program.
• Track and report severe past-due accounts and their dispositions to management and school contacts.
• Follow up on clients’ promise-to-pay commitments.
• Manage incoming and outgoing customer service calls related to Education Services clients.
• Identify and solve customer problems within established guidelines.
• Strive to meet or exceed assigned performance measurement criteria.
• Demonstrate superior interpersonal behavior, attitude, judgment, communication, and initiative with clients and employees to promote professionalism and teamwork.
• Participate in community development activities, such as fundraising events (fairs, galas, etc.), aligned with the division and bank’s customer base.
• Complete other assigned duties.

Requirements

• Minimum 1 year of banking experience; collection experience preferred.
• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to resolve complex issues and problems.
• Proficient with Microsoft Office Suite (Outlook, PowerPoint, Excel, Word) and related software programs.
• Bilingual (Spanish) preferred but not required.

Essential Mental & Physical Requirements

• Ability to travel if required to perform essential job functions.
• Ability to work under stress and meet deadlines.
• Ability to read and interpret documents as required.
• Prolonged periods of sitting at a desk and working on a computer may be required.
• Ability to lift, move, or carry approximately 15 pounds if required. Accommodations will be made for employees unable to meet this requirement without causing undue hardship to the department.