Account Resolution Representative

Adtalem Global Education•Lisle, IL

20h•$17 - $25•Hybrid

About The Position

Reporting directly to the Manager of Student Accounts in a fast paced and goal-oriented contact center environment, this role is responsible for assisting in student success through proactive and accurate account assessment and student assistance on past due balances for inactive students. This position manages a portfolio of multiple institutions under Financial Account Management. Colleague participates in servicing out of school student accounts, negotiating mutually acceptable payment plans and performing delinquency management on an assigned portfolio of accounts. Ensures that all students have the appropriate guidance to make informed financial decisions to resolve outstanding balances on their account and provides accurate information for students looking to resume. Ensures team members are identifying trends and providing a thorough, holistic customer experience to internal and external customers. Works closely with academic partners and other departments to research and resolve any student issues. This colleague is charged with being a role model for the organization TEACH values and fosters a culture of CARE consistent with organization's mission, vision, and purpose.

Requirements

High School Diploma Required or Bachelor's Degree Some college preferred.
1+ year experience in consumer collections Required.
Knowledgeable in collections regulations, laws and associated processing procedures, required.
Excellent, customer service, organizational, critical thinking, communication, and time management skills.
Effective inter/intra-departmental verbal and written communication skills.
Ability to work independently as well as function as part of a team.
Computer skills in Microsoft Office products, student accounts systems and internet applications.

Responsibilities

Manage a portfolio of assigned student accounts, some of which may be complicated or unique, to ensure payment is received; this may include research, validating data and postings in student ledgers, and/or working with other departments to ensure accuracy of accounts following account(s) through resolution.
Collect payments on open receivable balances in a timely manner; this includes making outbound phone calls and taking inbound calls as well as responding to emails and SalesForce cases timely.
Negotiate mutually acceptable payment plans with students in accordance to policy.
Accountable to reduce reduce delinquency for all assigned accounts to reduce bad debt.
Deliver on expected department goals and activity metrics.
Establish and maintain an effective, collaborative and cooperative working relationships with stakeholders, other departments and functional areas to deliver optimal results.
Provide exceptional customer care to students and colleagues by accepting ownership of issues and questions by completing research, identifying solutions and bringing matters to a satisfactory resolution.
Function as the point of contact for escalated student issues. Expected to research, identify solutions and bring accounts to a satisfactory resolution with students.
Ensures compliance with all SOX controls, quality assurance, regulations and internal policies and procedures.
Demonstrates and communicates current, detailed and accuracy of University withdrawal policies including the understanding of postings in ledgers for Title IV, Grants, Military/Veteran’s Affairs, and international and domestic procedure and policies to prospective return students, and non-returning students. Communicates these policies and procedures in a manner that displays deep understanding of the rationale and the value of the policy or procedure to the student.
Identifies solutions for continuous improvement to existing processes and actively participates in UAT and the roll-out and execution of process changes.
Attends team meetings, meetings with stakeholders and contributes to organizational committees.
Performs other duties as assigned
Complies with all policies and standards