Collection Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a designated portfolio of out-of-school student accounts to ensure timely payments and minimize receivable balances.

• Investigate and validate account information while collaborating with various departments to guarantee account precision.

• Manage incoming calls, initiate outgoing calls, and communicate via email to resolve account issues.

• Negotiate repayment terms that are acceptable to both students and the institution.

• Administer collection processes to recover overdue balances and decrease delinquencies.

• Adhere to FDCPA, CFPB, UDAAP, student loan servicing, credit and finance laws, audit controls, and standard operating procedures (SOPs).

• Achieve departmental objectives, collection targets, and service-level agreements.

• Maintain an annual quality-assurance accuracy rating of no less than 95%.

• Foster collaborative relationships with stakeholders and other departments.

• Assist with User Acceptance Testing, business-needs assessments, and documentation tasks.

• Engage in team meetings, special projects, and assigned responsibilities.

• Discover opportunities for ongoing improvement, automation, system enhancements, and cost-saving measures.

• Complete mandatory training and share best practices with colleagues.

⛳️ Requirements

• High School Diploma is mandatory; some college coursework is preferred.

• Minimum of 3 years experience in higher education or consumer collections is required.

• At least 3 years of customer service experience is necessary.

• Experience in a call center setting is preferred.

• Familiarity with FDCPA, CFPB, UDAAP, and other relevant collection regulations and laws.

• Knowledge and experience in online learning environments.

• Proficient in Microsoft Office Suite (Outlook, Word, Excel, Teams).

• Experience with Banner (ERP), Salesforce (CRM), and TouchNet payment gateway is advantageous.

• Capability to work both independently and as part of a team in a fast-paced setting.

• Excellent communication, customer service, critical thinking, problem-solving, prioritization, and time-management abilities.

• Ability to navigate multiple systems efficiently.

• Availability from 8AM to 5PM CST, with the possibility of working until 7PM CST Monday through Friday.

• Willingness to work one Saturday every four weeks for four hours.

• Must have a distraction-free home office with no conflicting responsibilities during scheduled shifts.

• A hardwired DSL or cable internet connection via Ethernet that meets required minimum speeds; wireless, satellite, and dial-up internet are not acceptable.

🏝️ Benefits

• Option for remote/virtual work arrangement.

• Flexible working hours, including evenings and potential Saturday shifts.

• Two weeks of training from 9AM to 5PM CST.

• Training in collections, financial literacy, customer service, and other relevant areas.

• Opportunities for professional and personal development.