Description & Requirements
Essential Duties and Responsibilities:
- Provide exceptional and individualized service to customers to enhance customer experience
- Provides timely and successful QC of incoming complaints, inquiries and telephone calls
- Exercises discretion and independent judgment with respect to matters of significance
- Actively look for opportunities to enhance standards and improve process efficiency
- Regular attendance is a requirement of the position - Provide accurate account analysis and documentation, as requested by both internal and external customers within established deadlines.
- Develops and completes daily, weekly, monthly and quarterly reports to keep management informed of the status of operations and special projects
- Completes Daily, Weekly or Monthly Volume and QC reporting.
- Uploads responses to regulators within established deadlines.
- Manages volume to ensure that Regulatory deadlines are met
- Completes reports pertaining to special projects
- Completes Executive summaries for escalated or sensitive accounts
- Ensures robust and accurate work documentation, trending and analysis is in place to identify opportunities for improvement internally or in other departments
- Serves as an escalation point for customer issues regardless of communication channel
- Assists newly hired staff with the transition from training to work environment, as well as offers continuing training to tenured representative as needed.
- Assigns and monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements.
- Trains new staff on Unit functions and participates in shadowing activities
- Answers representatives’ questions as needed.
- Develops staff research skills to identify root causes related to customer complaints, trends, system deficiencies, etc. and communicates and follows up on issues to resolution.
- Provide exceptional and individualized service to customers to enhance customer experience
- Provides timely and successful QC of incoming complaints, inquiries and telephone calls
- Exercises discretion and independent judgment with respect to matters of significance
- Actively look for opportunities to enhance standards and improve process efficiency
- Regular attendance is a requirement of the position - Provide accurate account analysis and documentation, as requested by both internal and external customers within established deadlines.
- Develops and completes daily, weekly, monthly and quarterly reports to keep management informed of the status of operations and special projects
- Completes Daily, Weekly or Monthly Volume and QC reporting.
- Uploads responses to regulators within established deadlines.
- Manages volume to ensure that Regulatory deadlines are met
- Completes reports pertaining to special projects
- Completes Executive summaries for escalated or sensitive accounts
- Ensures robust and accurate work documentation, trending and analysis is in place to identify opportunities for improvement internally or in other departments
- Serves as an escalation point for customer issues regardless of communication channel
- Assists newly hired staff with the transition from training to work environment, as well as offers continuing training to tenured representative as needed.
- Assigns and monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements.
- Trains new staff on Unit functions and participates in shadowing activities
- Answers representatives’ questions as needed.
- Develops staff research skills to identify root causes related to customer complaints, trends, system deficiencies, etc. and communicates and follows up on issues to resolution.
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
- 2 years of experience in the Office of the Customer Advocate or 3 years of experience in a servicing environment to include education loan training plus one year in a leadership role.
- Demonstrate ability to negotiate with customers and diffuse escalated situations
- Demonstrate full mastery of all loan types, providing unparalleled service, ensuring all inquiries are responded to in a prompt, accurate manner and in compliance with federal and state regulations.
- Must reside in the U.S.
- Must be a U.S. citizen.
- Must be able to pass a criminal background check.
- Must not be delinquent or in default on any federal student loans.
- Hardwired internet (ethernet) connection
- Internet download speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
- Private work area and adequate power source
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
- Demonstrate ability to negotiate with customers and diffuse escalated situations
- Demonstrate full mastery of all loan types, providing unparalleled service, ensuring all inquiries are responded to in a prompt, accurate manner and in compliance with federal and state regulations.