THE ROLE
- You ll be the first point of contact and voice of the company to our borrowers. Approximately 80% of your time will be spent communicating with both current and delinquent borrowers to find resolutions for their loan and payment related concerns.
- Your focus will be to deliver a superior servicing experience for each and every interaction with our borrowers.
This includes, but is not limited to
- Initiating outbound phone calls and email correspondence while owning all inbound borrower inquiries on a daily basis
- Integrating problem solving and negotiation skills to establish successful resolution of customer and account related issues
- Building a strong relationship with and supporting students through the on-boarding and repayment process and addressing related payment queries
- Understanding our product line and explaining all features to borrowers, including loan terminology and payment logistics
- Creatively utilizing resources to generate contact with delinquent borrowers
- Collaborating with engineering and operations teams and communicating your ideas for enhancements to the loan process and product
THE QUALIFICATIONS
- Undergraduate degree or higher preferred
- 5 years customer-centric experience within a high-touch, fast-paced environment focused on servicing and repayment of financial products
- Outstanding written and verbal communication skills and comfortable connecting with customers via phone, email, and chat
- Prior work experience within financial services and/or higher education industries will be a distinct advantage,though an understanding of financial services functions is a MUST
- Proven ability to apply critical thinking to complicated problems for timely and effective resolution.
- Ideally possessing a background incorporating investigative research
- Passion for providing an excellent customer experience with an innate sense of service and empathy for others
- Tech savvy and data-driven
- Fluency in foreign languages or international experience is a plus
