Financial Care Agent (Sallie Mae 1st Party)

Radius Global Solutions LLC•Lenexa, KS

42d•Onsite

About The Position

The Financial Care Agent is responsible for effectively negotiating the resolution of early stage past due accounts on behalf of clients while maintaining a high level of customer satisfaction, by providing a professional, positive, and empathetic experience to each consumer engagement, as well as adhering to all applicable company, client, and regulatory requirements.

Requirements

High School Diploma or General Educational Development (GED) certificate
Two or more years of applicable customer service or related experience
Proficient computer skills, including utilization of computerized collections software programs. Experience with spreadsheets and automated systems
Excellent customer service skills, including strong problem solving and negotiating skills, interpersonal, written, and oral communication skills. Ability to listen, communicate (written and verbal). Close attention to detail
Ability to work independently, self-starter, energetic, demonstrate good common sense, ethical and sound judgment
Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures

Responsibilities

Meet or exceed productivity goals established by the Client and Company
Efficiently manage customer accounts and file records according to Company and Client work standards:
Efficiently handle and maintain customers’ accounts
Accurately and thoroughly update and document account notes
Use probing questions to assess the consumer’s situation and assist with resolving issues according to client’s work standards
Negotiate for payment arrangements on delinquent accounts
Quickly make knowledge-based decisions to resolve the related issues
Stay abreast of daily and weekly Operations news and information; acknowledge receipt and understanding of policy and procedure updates
Complete all assignments as required or requested by Operations management
Maintain knowledge, understanding, and compliance with all federal, state, and local laws and regulations within functional area and with Client policies and procedures
Communicate professionally and appropriately with clients, consumers, co-workers, and management
Meet required criteria for work schedules and adhere to attendance policies as outlined in the Employee Handbook and site policies and procedures
Keep up-to-date knowledge, understanding, and compliance with governmental laws and regulations within functional area and with Company policies and procedures
Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
Adhere to all Company and customer confidentiality and security policies and procedures
Perform other duties and special projects as assigned