Client Relations Delinquency Resolution Specialist-Knoxville-Onsite

Description

General Purpose of Job

This position is responsible for, but not limited to, the recovery of delinquent accounts by placing outbound calls and handling
inbound calls from borrowers who are past due. The primary objective is to collect outstanding balances by negotiating payment
arrangements, overcoming objections, and securing commitments to resolve delinquency. Agents will follow established call
scripts and use account information and internal systems to effectively resolve delinquent accounts in accordance with company
standards and regulatory requirements. Successful agents must demonstrate strong negotiation skills, persistence, and the ability
to manage difficult conversations professionally. The position demands a results-driven approach, with a strong focus on cure
rates, call quality, urgency, and compliance. Agents are also expected to contribute to a high-performance team environment
while maintaining the highest levels of accuracy, integrity, and customer service. Key performance metrics will be closely
monitored, and all agents are expected to meet or exceed these standards. Failure to meet performance expectations may result
in the removal from the position.

Duties and Responsibilities (Daily and Monthly)

• Maintain a positive work atmosphere by behaving and communicating in a manner so that you get along with customers, clients, co-workers, and management.
• Responsible for the security of workstation and work area regarding the confidentiality of the data and the systems.
• The position requires a 5c level access to Edfinancial’ s information system.
• All employees are expected to represent the company and its interests in a positive, professional manner inside and outside of the corporate environment.
• Maintain a high-level of knowledge of all loan phases, from pre-loan thru pay-off, including ability to analyze complex and detailed information regarding customers invoice, payment, and loan status questions; maintain knowledge of federal and regulatory issues, and Edfinancial rules and regulations.
• Maintain certifications for specialized training and complete annual refresher courses in each topic.
• Based on company needs, employees may be crossed trained in specialty queues within the department as well as during peak times within other areas of the organization.
• Remain up to date on system enhancements and changes to determine best way to assist borrowers.
• Adhere to assigned schedule to assist with outbound calls, Inbound calls, incoming chats, emails, or a combination of skills.
• Ensure that department goals and expectations are met on a daily and monthly basis.
• Be proactive and discuss with management strategies to improve job performance.
• Read the training materials and utilize resources provided by department and company.
• Dependability is prioritized. Scheduling will be based on business needs, and flexibility is required. Shifts may include evenings,
  weekends, and overtime as necessary to support operational demands. Other duties deemed necessary.