Account Manager

Job Overview:

• Manage and perform due diligence requirements on a portfolio of current and delinquent student loan accounts until resolved, paid in full or default.
• Contact borrowers by phone, email and mail to verify account information and discuss repayment options.
• Respond to voicemails and emails in a timely manner in accordance with Service Level Agreements.
• Handle inbound customer service inquiries and complaints; research and resolve more complex account issues.
• Use time management skills to focus on accounts with highest potential for resolution.
• Negotiate repayment terms, forbearance and deferments with borrowers as appropriate.
• Address stalls and objections, helping borrowers identify resources to stay on track with repayment.
• Encourage borrower use of ZuntaFi’s online tools, including automatic payments and electronic delivery for correspondence.
• Maintain accurate and detailed records of all borrower contacts and account updates.
• Adhere to all applicable laws, regulations and company policies, including FDCPA, FCRA, GLBA and loan program rules.
• Represent the company with professionalism, courtesy and ethical standards in every borrower interaction.
• Collaborate with team members to meet department and corporate delinquency/default goals.
• Perform other duties as assigned.

Performance Accountability

• Roll Rate Performance: Demonstrating positive impact on reducing future defaults and write-offs.
• Default/Delinquency Rate: Meeting corporate goals by resolving delinquent accounts, securing repayment commitments and offering assistance such as forbearances, deferments or auto-pay programs where appropriate.
• Call Quality and Productivity: Meeting expectations for outbound contacts, inbound call handling, promises kept and customer handle times.
• Compliance and Quality Control: Adhering to all applicable laws and policies, with regular compliance audits of phone calls and emails.

Required Skills/Abilities

• Strong communication skills with professional grammar, telephone etiquette and active listening.
• Ability to build rapport with borrowers and collaborate effectively with colleagues.
• Analytical and problem-solving skills with the ability to compute basic math functions.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Ability to learn and apply knowledge of ZuntaFi’s servicing system.
• Strong organizational and time management skills.
• Ability to maintain confidentiality of borrower data.
• Flexibility to work varying hours as needed to meet customer needs.

Education and/or Experience

• High school diploma or GED required.
• Two years of post-secondary education or related work experience.
• Prior experience in customer service, sales, collections or financial services preferred.

Physical/Other Requirements

• Ability to use a telephone, keyboard and computer screen for extended periods.
• Ability to read and analyze information on paper and computer systems.

The above lists are meant to serve only as a guide in determining qualifications for a job and in no way prevents the hiring of any individual perceived by management to be best suited for the job.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off

Ability to Commute:

• Aberdeen, SD 57401 (Required)

Ability to Relocate:

• Aberdeen, SD 57401: Relocate before starting work (Required)

Work Location: In person

Salary : $16 - $20