Collection Specialist

Overview

This role supports a fast-paced, goal-oriented collections department servicing out-of-school student accounts. Responsibilities include negotiating mutually acceptable payment plans, managing delinquency on an assigned account portfolio, and supporting internal and external partners to promote student success.

Responsibilities

• Oversee an out-of-school student account collections portfolio to secure timely payments and reduce open receivable balances while adhering to 90.10 and collection regulations. This may include researching, verifying data, and collaborating with other departments to ensure account detail accuracy.
• Service inbound calls, conduct outbound calls, and send email communications to cure accounts and negotiate mutually acceptable repayment terms with students.
• Manage collections workflows to recover past due balances, reduce delinquencies, and increase year over year recoveries.
• Demonstrate and maintain rigorous compliance with FDCPA, CFPB, UDAAP, student loan servicing regulations, credit and finance laws, audit controls, and department standard operating procedures (SOP) across all collections activities.
• Provide exceptional student CARE to maintain excellence and prioritize the student experience.
• Deliver on expected department goals and collections metrics.
• Adhere to procedural service level agreements and maintain an annual quality assurance accuracy rating of 95% or better.
• Establish and maintain effective, collaborative relationships with stakeholders, other departments, and functional areas to deliver optimal results.
• Support User Acceptance Testing (UAT) by applying knowledge of business needs, performing testing, and providing appropriate documentation.
• Participate in team meetings, special projects, and other duties as assigned.
• Identify opportunities for continuous improvement, including automation, system enhancements, and cost reductions.
• Remain flexible and adapt to changes, new procedures, assignments, and perspectives in an evolving organization.
• Successfully complete collections, financial literacy, customer service, and other relevant training.
• Serve as a positive role model, share best practices, and collaborate with peers to reach team goals.
• Seek professional and personal development.
• Complete other duties as assigned.

Requirements

• High School Diploma; some college coursework preferred.
• 3+ years of higher education or consumer collections experience required.
• 3+ years of customer service experience required.
• Experience working in a call center environment.
• Knowledge of FDCPA, CFPB, UDAAP and other collection regulations and laws required.
• Knowledge and experience with online learning.
• Proficiency using Microsoft Office suite (Outlook, Word, Excel, TEAMS).
• Experience in Banner (ERP), SalesForce (CRM), and TouchNet payment gateway is a plus, along with various web-based applications and database software.
• Ability to work in a home office environment free of distractions and interruptions, with no conflicting responsibilities during the scheduled shift.
• Home office must be equipped with DSL or Cable Internet hardwired into a modem/router via Ethernet, providing minimum required internet speeds (wireless, satellite, or dial-up internet services are not permissible).
• Shift and training requirements:
  • First 2 weeks of training require daily attendance while working 9AM–5PM CST.
  • After training, maintain the permanent schedule as follows:
    • 8AM–5PM CST with availability to work until 7PM CST Monday–Friday, based on business needs and team schedules.
    • 1 Saturday every four weeks, working 4 hours between 8AM–4PM CST based on business needs.
• Flexible to work evening hours and possible Saturdays based on business needs and team schedules.
• This job will be posted for 60 days from the posting date.

Preferred Qualifications

• Experience applying compliance requirements and audit controls in collections or student loan servicing environments.
• Demonstrated ability to analyze complex problems and develop innovative solutions to improve efficiency and productivity.

Compensation & Benefits

• 401k with up to 6% company match
• Tuition assistance and career development opportunities
• Remote & hybrid opportunities
• Comprehensive health coverage (medical, dental, vision, and mental health)
• Generous paid time off, including parental leave and volunteer time off
• FSA/HSA options
• Disability & life insurance

Benefits vary based on employment status.

Location

• Working 9AM–5PM CST during the first 2 weeks of training and 8AM–5PM CST after training (with availability until 7PM CST Monday–Friday and one Saturday every four weeks), based on business needs and team schedules.