Case Management Specialist

COMMUNITY SERVICE SOCIETY OF NEW YORK•New York, NY

4d•Hybrid

About The Position

The Community Service Society (CSS) is an independent, not-for-profit organization that has been at the forefront of public policy innovations supporting low-income New Yorkers for more than 180 years. CSS operates programs that help individuals access essential benefits, navigate complex systems, and improve their financial well-being. The Education Debt Consumer Assistance Program (EDCAP) provides counseling and support services to individuals navigating the student loan system. EDCAP helps borrowers understand their repayment options, avoid delinquency and default, and successfully manage their student loan obligations. As the program expands its contact center operations, EDCAP seeks to provide accessible, high-quality borrower support through phone, chat, and other communication channels. The Case Management Specialist serves as a frontline point of contact for borrowers, providing general guidance, responding to inquiries, conducting intake and outreach activities, and connecting borrowers with appropriate resources.

Requirements

Associate or bachelor’s degree, or equivalent experience
Experience in customer service, call center, or client support roles
Strong verbal communication and interpersonal skills
Ability to follow structured workflows and protocols
Strong attention to detail and organizational skills
Proficiency in Microsoft Office; CRM experience a plus
Ability to provide information in a fair and culturally appropriate manner
Ability to work in a fast-paced, high-volume environment, managing multiple borrower interactions across channels.

Nice To Haves

Interest in personal finance or student loans preferred

Responsibilities

Respond to borrower inquiries via phone, chat, email, and other communication channels, providing general information on student loan topics.
Conduct intake and assess borrower needs, identifying situations that require referral to Student Debt Counselors or other specialized staff.
Assist borrowers with basic application steps and document collection using established procedures and workflows.
Conduct outbound calls and follow-up activities, including outreach to borrowers who may be delinquent or in default on their student loans.
Upload borrower lists provided by higher education institutions into Salesforce, assign cases to outreach staff, and ensure accurate tracking of outreach activities and progress.
Carry out structured outreach to borrowers on assigned lists, including making multiple call attempts, sending follow-up communications by email, text, or mail, and preparing outreach materials such as postcards when needed.
Generate periodic reports summarizing outreach outcomes, borrower needs, contact rates, and program performance metrics.
Accurately document all borrower interactions, case activities, and outcomes in Salesforce and other internal systems.
Follow established scripts, workflows, quality assurance standards, and program protocols to ensure consistent and high-quality service delivery.
Support outreach campaigns through borrower engagement, follow-up activities, and case management support.
Identify recurring borrower concerns, operational challenges, or systemic issues and escalate them appropriately to supervisors.