Specialist, Servicing

Sallie Mae•New Castle, DE

1d•Hybrid

About The Position

When you join Sallie Mae, you become a champion for all students. We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing. Because students need a better way. We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other. This is where diverse backgrounds, beliefs, and perspectives matter. It’s where you’re empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more. We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education. What You'll Contribute The Specialist, Application Support Center will be responsible for facilitating the loan application process by initiating and completing student loan applications, highlighting product benefits, addressing application inquiries, and nurturing relationships with prospective and established customers through inbound phone calls. Note: This position is focused exclusively on supporting student loan applications, not IT or technical support requests.

Requirements

Excellent verbal and written communication skills, with the ability to overcome objections and effectively transition a call into an application.
Strong customer service skills, including active listening and a professional phone presence.
Proficient in using customer relationship management (CRM) systems and contact center software.
Attention to detail and accuracy when entering application data.
High level of integrity, ethical conduct, and confidentiality in handling applicant information.
Adaptability and personal accountability for metrics and call center requirements.

Nice To Haves

High school diploma required.
1+ years of experience in a customer service or contact center role, ideally with a focus on sales.

Responsibilities

Present and promote Sallie Mae’s student loan products to prospective and current customers, using available resources and systems to provide accurate and timely information.
Support the student loan application experience via inbound telephone calls, including initiating and completing student loan applications by using a consultative call flow, including utilizing active listening, asking probing questions, and overcoming objections.
Ensure precise data entry into the loan origination system and maintain proper documentation, following all regulatory and company guidelines.
Deliver exceptional customer service, maintaining professional and timely communication with applicants throughout the loan process.
Listen empathetically to customer inquiries, demonstrating patience and understanding while gathering information to resolve issues.

Benefits

Competitive base salaries
Bonus incentives
Generous PTO, Floating Holidays and 12 Federal Holidays observed
Support for financial-wellbeing and retirement
401k with employer match
Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
Employer paid short-term/long-term disability and basic life insurance
Flexible hybrid working arrangements.
Paid parental leave and adoption reimbursement programs
Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
Tuition Reimbursement and Family Scholarship Programs
Career development and training opportunities