Division: Servicing Operations Department: Borrower Services – Customer Outreach Reports To: Supervisor – Borrower Services Purpose of Position under the direction of the Borrower Services Supervisor, effectively and efficiently co ensue and persuade borrowers to maintain their student loan account(s) in good standing. Hand lee inbound and outbound telephone calls in accordance with federal regulations, corporate/ apartment objectives, procedures, and guidelines.
As assigned as a bilingual representative, handle Spanish h line calls and related activities. Essential Functions Actively participate in the retention and attainment of servicing account volume thro ugh the consistent delivery of excellent internal and external customer service. 2. Communicate with student loan borrowers/ endorsers using the Borrower Services call model, department policies and procedures, and online tools. Identify the reason(s) the boor rower is having r may have difficulty maintaining their student loan account in good standing.
Press NT solutions that are suited to the borrower’s situation, with an emphasis on long term solutions. 3. Effectively counsel borrowers/ endorsers. Share critical information regarding their rights and uniqueness of default. 4. Verify and obtain new demographic information during contacts with borrowers and others. 5. Secure the information and documentation necessary to qualify borrowers for Payne NT plans, deferments, and forbearance’s. 6. Keep up to date with department policies and procedures. . Assist in the investigation of difficult and problem accounts. Follow and/ or take the appropriate action to resolve the concern. 8. Initiate feedback to Borrower Services Supervisor(s) with ideas to improve processes. 9. Document communication and borrower commitments. 10. Contribute to a positive work environment. 11. Perform additional tasks related to the resolution and maintenance of delinquent situ dent loan accounts. Borrower Borrower services Customer Outreach Representative. Xx (09/06/2013) Physical Demands of Position High frequency talking, hearing, near vision, keyboard entry and sitting. Environmental/Working Conditions of Position Inside office or work from home environment Equipment Used Various computer, printing, and telecommunications equipment such as telephone, h deadest, computer, copiers, and printers along with other workstation tools. Education/License/Certification/Experience Requirements 1. High School Diploma or GEED.
One to two years successful experience in customer service, sales, or call center envier moments which required professional, persistent, and persuasive phone communication that r exulted in the customer implementing the most appropriate account resolution step. Experience m just include successfully utilizing various online account systems and research tools. 2. One or more years of recent collections or related account rehabilitation experience I including experience taking phone payments and handling Autoloader preferred. 3. As appropriate for bilingual assignments, demonstrated fluency in English and Spain SSH communications.
