Manager, Borrower Account Services

Texas Guaranteed Student Loan Corp • Round Rock, TX

1d • $85,913 - $132,174 • Hybrid

About The Position

Trellis Company is a nonprofit organization dedicated to helping individuals improve their quality of life through post-secondary education and learning. With over 40 years of experience as a student loan guarantor, Trellis provides guidance and services for federal loan repayment and invests in student success programs. The organization has expanded its services to collaborate with employers and community organizations, aligning employee and employer needs with learning pathways. Trellis offers a unique environment that combines the stability of an established company with the dynamism of a startup, providing an opportunity for candidates to shape the company's future.

Requirements

• Bachelor's degree (or equivalent experience on a year-for-year basis in management in customer service, collections, compliance, or a highly regulated field).
• Six (6) years’ proven management experience, preferably with a large collection or financial organization.
• Minimum five (5) years’ experience in the administration of the student loan program or similar financial environment.
• Demonstrates strong management ability, interpersonal relationship skills, and strong problem-solving and organizational skills.
• Excellent written and oral communication skills.
• Demonstrated ability to represent clients with integrity.
• High degree of resourcefulness and creativity.
• Demonstrated ability to make professional and sound decisions.
• Ability to maximize limited resources to achieve ambitious and complex objectives, short and long-range goals.
• Ability to handle confidentiality and understand data sensitivity and associated risks.
• Competent knowledge of varied technology architectures and platforms, project and product management concepts, network, mainframe and internet systems, and business user acceptance testing concepts.
• Competent and strong knowledge of appropriate policies, procedures, and federal and state laws and regulations.
• Thorough knowledge of FFELP regulations, FDCPA, FCRA, FPA, FTC, FCC, TCPA, Common Manual, and broad-based knowledge of Title IV loan programs.
• Strong decision-making skills, and analytical / research skills.
• Strong negotiation and /or collection skills.
• Proficient with Microsoft Office products.
• Self-starter attitude and goal-oriented.
• Ability to rapidly and willingly adapt to change.
• Supports corporate strategy development, implementation, and changes as requested.
• Supports organizational and cultural values.

Nice To Haves

• Collections industry experience and thorough knowledge of the FFELP programs.
• Experience in quality control and budgetary planning.

Responsibilities

• Manage day-to-day operations of Borrower Account Services Recovery teams, including direct management of supervisors.
• Oversee all functions related to collection and recovery of borrower accounts.
• Educate borrowers on various repayment options.
• Ensure accuracy and tracking of borrower financial data and documentation according to regulations.
• Participate with management to ensure departmental goals are met and provide leadership to achieve them.
• Ensure compliance with Federal Family Education Loan Program (FFELP), Fair Debt Collection Practice Act (FDCPA), Fair Credit Reporting Act (FCRA), Federal Privacy Act (FPA), Federal Trade Commission (FTC), Federal Communication Commission (FCC), Telephone Collection Practice Act (TCPA), and corporate policies.
• Recommend operational strategies to address regulatory impacts and meet departmental goals.
• Administer team contests and incentive plans, ensuring compliance with policies.
• Maintain and promote outstanding customer service levels.
• Monitor daily operations and performance of Borrower Account Services Recovery teams.
• Plan, create, and implement effective collections campaigns.
• Strategize for effective management of high-volume accounts with changing regulations.
• Achieve daily, monthly, and annual revenue objectives.
• Collect and analyze data, preparing reports on progress towards departmental goals.
• Ensure quality controls are in place for QC reviews, risk identification, policy monitoring, and corrective actions.
• Ensure appropriate corrective actions are taken when goals are not met.
• Gain optimum recovery revenue by collecting on defaulted FFELP loans.
• Increase revenue through Rehabilitation, Consolidation, payment plans, and Administrative Wage Garnishment (AWG).
• Direct borrower recovery activities, educating borrowers on repayment options.
• Oversee skip trace processes, monitor results, and implement improvements.
• Work with AMS to handle borrower and employer escalations.
• Resolve borrower issues and complaints, including negotiation with escalated borrowers.
• Assist in preparing responses to borrower and/or legislative complaints.
• Ensure staff determines appropriate courses of action for accounts and makes decisions in extraordinary circumstances.
• Assist with preparation for and attend AWG hearings.
• Monitor employees for compliance with federal and state laws, regulations, and internal policies.
• Resolve employee and borrower issues and complaints.
• Evaluate team morale and implement motivational methodologies.
• Develop, implement, and reconcile budget.
• Effectively manage annual budgets for Borrower Account Services Recovery.
• Meet production and revenue performance standards.
• Manage multiple service vendors, including contract administration, relationship management, and performance expectations.
• Strategize workflow, monitor progress for accuracy, and ensure goals are met.
• Maintain and monitor business continuity and disaster recovery plans.
• Plan and implement operational strategies with the VP of Operations and Operations Management.
• Forecast and project departmental performance, working closely with Finance.
• Recommend communication strategies to promote borrower responsiveness.
• Collaborate with management within Operations Administration to enhance success and compliance.
• Provide feedback to the VP, Operations on processes and procedures.
• Manage staffing, including hiring, training, coaching, and performance reviews.
• Communicate expectations and take corrective actions as needed.
• Monitor and promote high levels of customer service.
• Encourage staff participation and employee engagement through training and process improvements.
• Test and evaluate new software/hardware products.
• Identify system inefficiencies and create solutions.
• Serve as Subject Matter Expert (SME) on system enhancements.
• Participate in risk management evaluations.
• Identify AI and other technology efficiencies and provide input.
• Support annual third-party and other audits.
• Develop short- and long-range plans to establish and achieve departmental goals.
• Assist in evaluating and implementing process improvements.
• Support other functions and responsibilities of the department.
• Interact with all levels of management.
• Contribute to the development of strategic initiatives.

Benefits

• Base Salary: $85,913.00-$132,174.00 per year
• Corporate Annual Incentive
• Paid Holidays: 12 holidays per year
• Comprehensive benefits package including health, dental, vision, and retirement plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager