Account Resolution Specialist
About The Position
The Account Resolution Specialist is responsible for assisting defaulted student loan borrowers by providing guidance, support, and customized repayment solutions. This role focuses on helping borrowers understand their options, resolve delinquent loan obligations, and successfully return to good standing through sustainable and affordable payment arrangements by providing exceptional customer service. The Account Resolution Specialist builds positive borrower relationships by combining empathy, professionalism, problem-solving, and a results-driven approach while adhering to regulatory requirements and company standards.
Requirements
- High school diploma or GED
- 1+ years of experience in collections, call center, or customer service role
- Ability to use basic math skills while completing daily work responsibilities
- Basic proficiency in Microsoft Office suite or Mac Office
Responsibilities
- Connects with borrowers through inbound and outbound calls, providing respectful, solution focused support
- Educates borrowers on the consequences of their loan(s) being in default and the options they have available to resolve their default status
- Assists borrowers in successfully maintaining and completing their chosen repayment solution by communicating expectations and responsibilities throughout the resolution process
- Provides exceptional customer service to assist borrowers in resolving student loan repayment challenges and achieving successful account outcomes.
- Meets departmental and company goals related to productivity, call quality, and procedures
- Accurately documents and updates account for compliance and regulatory compliance
- Conducts skip tracing processes to help locate borrowers
- Complies with FFEL student loan regulations and maintains an updated knowledge of federal student loan program changes
- Escalates complex situations as needed to ensure the best borrower experience
- Performs other duties as assigned
Benefits
- Medical, dental, and vision insurance plan options, with a generous employer subsidy.
- Company paid life & disability insurance
- Pre-tax flexible spending accounts
- Robust wellness programs
- Generous 401(k) plan with a company match up to 6% and additional discretionary contribution potential
- Holiday time off
- Paid time off accrual starting at 20 days/year
- Commuter subsidy
- Tuition reimbursement up to $10,500/year for approved programs
- Student loan payment reimbursement up to $4,800/year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
