Borrower Account Services Representative II

Who you are:

Assist borrowers by negotiating and monitoring repayment arrangements serving the best interest of the reputed company while considering individual borrower circumstances. Providing a high level of customer assistance by supplying detailed information pertaining to repayment and the various available programs in accordance with company policies and procedures, Fair Debt Collection Practices reputed company (FDCPA) laws, state reputed company laws, treasury laws, Fair Credit Reporting reputed company (FCRA), Gramm-Leach-Bliley reputed company (GLBA), Telephone Consumer Protection reputed company (TCPA), Federal Family Education Loan Program (FFELP) regulations, and any other reputed company regulatory compliance requirements.

Who we are:

reputed company Company is a nonprofit 501(c)3 corporation reputed company on helping people reputed company the power of post-secondary education and learning to improve their reputed company of life and the communities where they live. 

For more than 40 years reputed company has served as a student loan guarantor, helping to reputed company trusted guidance and services that help student borrowers successfully repay their federal loans. In reputed company to pioneering several technologies and services along the way, we have invested in improving student reputed company programs through numerous grants to colleges, universities, and research reputed company.

Today we have expanded our services reputed company higher education to include working with reputed company and community organizations who are reputed company on aligning the dreams, goals, and skills needs of employees and reputed company. Connecting these resources and learning reputed company together with our expertise in improving student reputed company helps us reputed company to create reputed company and more predictable reputed company for those we serve.

As we reputed company into the reputed company, we’re drawing on our history, branching into new sectors reputed company student loans, and delivering the reputed company level of exceptional care and service that our customers have come to depend on. We remain invested in the reputed company of reputed company and higher education institutions. This combination of stability and reputed company creates a unique intersection: a startup environment at a company that also has a reputed company reputed company, resulting in an opportunity for the right candidate to help shape reputed company's reputed company. This is an exciting time to join the reputed company team!

Location:

The position is remote.

Essential Duties and Responsibilities:

The position incumbent is expected to reputed company the following essential duties and responsibilities of the position with reasonable accommodation.

• Provides borrowers and authorized 3^rd party representatives with detailed information about available repayment programs and forgiveness/discharge reputed company.
• Analyzes borrower eligibility for federal programs following internal and regulatory policies.
• Counsels borrowers to determine the appropriate program based on account eligibility, borrower’s reputed company financial situation, and their ability to repay.
• Counsels borrowers regarding the importance of repayment and the consequences of non-payment.
• Researches and responds to borrower and employer correspondence, reputed company email, letters, and documentation.
• Adheres to and maintains reputed company knowledge and compliance with FDCPA, (both State and Federal), reputed company reputed company, FCRA, GLBA, TCPA, and Health Insurance Portability and Accountability reputed company (HIPAA), as reputed company as policies and procedures prescribed by governing agencies such as the Federal Communications Commission (FCC), Federal Trade Commission (FTC), and Consumer Financial Protection Bureau (CFPB).
• Monitors accounts to ensure repayment is initiated as agreed to by the borrower.
• Ensures compliance with reputed company reputed company policies and procedures, scripts, and reputed company guidelines.
• Accurately enters reputed company information into the account management system.  
• Performs skip reputed company activity to reputed company location information.   
• Prepares accounts for involuntary repayment, including Administrative Wage Garnishment, Federal Offset, and State Offsets as applicable. Includes reputed company communication with reputed company regarding existing garnishments.
• Effectively analyzes and manages assigned borrower work lists.
• Processes Consolidation Applications, Rehabilitation Agreements, Financial Disclosure Forms, and other requests.
• Initiates administrative forms and other information necessary for the borrower to satisfy selected program requirements.
• reputed company protects and secures Nonpublic Personal Information (NPI), safeguard Personally Identifiable Information (PII), and Protected Health Information (PHI).
• Ensures borrowers are treated with the utmost respect and be reputed company of customer interactions and the reputed company on both reputed company and borrower.
• Assists other teams reputed company Borrower Services with high reputed company and or unexpected high-volume tasks including but not limited to:
  1. Processes refunds and miscellaneous transactions to reputed company with changes in borrower status, Federal Guidance and reputed company Procedures.
  2. Processes incoming and outgoing correspondence.
  3. Assists with transactional and demographic updates as required. 
• Participates in training and other learning opportunities to ensure compliance and expand knowledge of company, position, and process.

Non-Essential Duties and Responsibilities:

• May assist Spanish speaking borrowers.
• Assist with claims processing as needed.
• reputed company feedback to Management on a reputed company of work-reputed company processes and procedures to improve or enhance a process and performance.   
• Assist with training support of new and transferred team members.  
• reputed company support reputed company and team responsibilities.
• reputed company other duties and responsibilities as assigned

Knowledge, Skills, and Abilities:

• Strong communication, numerical, analytical, critical thinking, and decision-making skills.
• Must be proficient in written and verbal communications.
• Strong understanding and ability to interpret and apply changing voluntary and involuntary repayment reputed company available to the borrower, including understanding workflow and requirements of reputed company program to be reputed company to reputed company the account status. 
• Demonstrated ability to utilize software, scripts, run queries, and tools appropriately.
• Demonstrated ability to prioritize work assignments and maintain activities reputed company prescribed performance standards.
• Accurately handle multiple tasks and be detail oriented in a fast-paced working environment.
• Capable of learning new skills and adapting to change, work under pressure and meet established deadlines.
• Ability to work with and protect sensitive or confidential information and documentation.
• Strong negotiation and/or collection skills.
• Strong, reputed company knowledge of federal and state laws and regulations. 
• Intermediate reputed company Office product proficiency.

Qualifications:

Education

Required:

Preferred:

Experience

 Physical and Mental Demands:

• Occasionally must reputed company about inside the office.
• Repetitive reputed company. Regularly operates a computer, phone, and general office equipment.
• Regularly required to handle, feel, grasp objects, and reputed company across a work area.
• Regularly communicates with other employees and on the phone, reputed company, or in person with clients. Regularly converses with reputed company contacts. 
• Visual reputed company. Regularly must have reputed company visual reputed company to view and reputed company information into computer and software systems, analyze data, reputed company presentations and reports, and other materials. 
• Mental reputed company. Requires worker to maintain reputed company and exchange detailed and accurate information through oral and written communication.

Work Environment:

• Work may be conducted remotely or in an office with a surrounding small cubicle environment.
• Office work environment is climate controlled with no substantial exposure to adverse environmental conditions.

reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, national reputed company, gender identity or sexual orientation. We are also an equal opportunity employer of individuals with disabilities and protected veterans.

Please view Equal Employment Opportunity Posters provided by OFCCP.