Collections Specialist

Job Summary

Under direct supervision, the Account Resolution Specialist provides default resolution options to borrowers, answer questions, and assists borrowers with completing default resolution processes.

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.
• Meets department performance targets for volume and type of account resolutions.
• Provides accurate and clear documentation of course of action taken and next steps.
• Meets 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.
• Performs other duties as assigned.

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