Note: The job is a remote job and is open to candidates in USA. Trellis is a nonprofit corporation focused on helping people leverage post-secondary education and learning to improve their quality of life and communities. The Borrower Account Services Representative II assists borrowers with repayment arrangements, evaluates eligibility for federal repayment and forgiveness programs, provides counseling, monitors accounts, processes documentation, and ensures compliance with applicable regulations and company policies.
Responsibilities
- Provides borrowers and authorized 3 rd party representatives with detailed information about available repayment programs and forgiveness/discharge options
- Analyzes borrower eligibility for federal programs following internal and regulatory policies
- Counsels borrowers to determine the appropriate program based on account eligibility, borrower’s current financial situation, and their ability to repay
- Counsels borrowers regarding the importance of repayment and the consequences of non-payment
- Researches and responds to borrower and employer correspondence, via email, letters, and documentation
- Adheres to and maintains current knowledge and compliance with FDCPA, (both State and Federal), Privacy Act, FCRA, GLBA, TCPA, and Health Insurance Portability and Accountability Act (HIPAA), as well as policies and procedures prescribed by governing agencies such as the Federal Communications Commission (FCC), Federal Trade Commission (FTC), and Consumer Financial Protection Bureau (CFPB)
- Monitors accounts to ensure repayment is initiated as agreed to by the borrower
- Ensures compliance with all Trellis policies and procedures, scripts, and quality guidelines
- Accurately enters all information into the account management system
- Performs skip trace activity to gain location information
- Prepares accounts for involuntary repayment, including Administrative Wage Garnishment, Federal Offset, and State Offsets as applicable. Includes direct communication with employers regarding existing garnishments
- Effectively analyzes and manages assigned borrower work lists
- Processes Consolidation Applications, Rehabilitation Agreements, Financial Disclosure Forms, and other requests
- Initiates administrative forms and other information necessary for the borrower to satisfy selected program requirements
- Actively protects and secures Nonpublic Personal Information (NPI), safeguard Personally Identifiable Information (PII), and Protected Health Information (PHI)
- Ensures borrowers are treated with the utmost respect and be mindful of customer interactions and the impact on both the Company and borrower
- Assists other teams within Borrower Services with high priority and or unexpected high-volume tasks including but not limited to:
- Processes refunds and miscellaneous transactions to comply with changes in borrower status, Federal Guidance and Trellis Procedures
- Processes incoming and outgoing correspondence
- Assists with transactional and demographic updates as required
- Participates in training and other learning opportunities to ensure compliance and expand knowledge of company, position, and process
- May assist Spanish speaking borrowers
- Assist with claims processing as needed
- Provide feedback to Management on a variety of work-related processes and procedures to improve or enhance a process and performance
- Assist with training support of new and transferred team members
- Actively support the team and team responsibilities
- All other duties and responsibilities as assigned
Skills
- • Strong communication, numerical, analytical, critical thinking, and decision-making skills
- • Must be proficient in written and verbal communications
- • Strong understanding and ability to interpret and apply changing voluntary and involuntary repayment options available to the borrower, including understanding workflow and requirements of each program to be able to ascertain the account status
- • Demonstrated ability to utilize software, scripts, run queries, and tools appropriately
- • Demonstrated ability to prioritize work assignments and maintain activities within prescribed performance standards
- • Accurately handle multiple tasks and be detail oriented in a fast-paced working environment
- • Capable of learning new skills and adapting to change, work under pressure and meet established deadlines
- • Ability to work with and protect sensitive or confidential information and documentation
- • Strong negotiation and/or collection skills
- • Strong, current knowledge of federal and state laws and regulations
- • Intermediate Microsoft Office product proficiency
- • High school diploma or equivalent
- • Two (2) years office experience in loan servicing, collections, customer service, customer contact center, financial services, or student loan environment
- • Occasionally must move about inside the office
- • Repetitive motion. Regularly operates a computer, phone, and general office equipment
- • Regularly required to handle, feel, grasp objects, and reach across a work area
- • Regularly communicates with other employees and on the phone, virtually, or in person with clients. Regularly converses with internal and external contacts
- • Visual acuity. Regularly must have close visual acuity to view and enter information into computer and software systems, analyze data, develop presentations and reports, and other materials
- • Mental focus. Requires worker to maintain focus and exchange detailed and accurate information through oral and written communication
- • Monday–Friday, 8:00 AM – 5:00 PM Central Time
- • Monday–Thursday, 10:00 AM – 7:00 PM Central Time; Friday, 8:00 AM – 5:00 PM Central Time
- • Note: Occasional Saturday shifts may be required based on business demand
- • Some college, up to and including an associate degree
Benefits
- Corporate annual incentive: This position is eligible for a corporate annual incentive, subject to the discretion and approval of the Board of Directors and not guaranteed.
- Paid Holidays: 11 holidays + 1 floating holiday per year
- Comprehensive benefits package including health, dental, vision, and retirement plans.
- The position is remote.
Company Overview