Responsibilities:

• Review and respond to standard letters, emails and faxes concerning accounts
• Complete in-house requests to provide information to borrowers, make credit corrections, review accounts for incentives or to resolve issues
• Review, document, and respond to credit bureau disputes received online and in written form
• Review deferment and forbearance requests and approve or deny based on eligibility criteria
• Review national reporting databases to backdate, extend, or end deferment periods based on the information received, as well as adjust graduation/separation dates for enrolled borrowers
• Review and process adjustments to support initial disclosure and repayment plan options
• Provide routine servicing to borrowers as assigned by CFI management staff:
  • Collect past due payments through incoming calls or outgoing calls that are made using the auto-dialing system or dialed manually
  • Answer questions related to appropriate loan program, identify appropriate borrower options, and perform related follow up activities to ensure good customer service
  • Perform assigned skip trace activities to locate the borrower, including using tools in a secure and appropriate manner
  • Process returned mail in a manner that meets requirements
• Complete reports in a timely manner
• Perform front desk duties as needed
• Identify potential and/or denied claims
• Regular attendance and timeliness are essential
• Assist management as needed and perform other duties as assigned
• Work an alternate schedule, such as evening hours, if requested

Requirements:

• High School Diploma, General Education Degree (GED), or equivalent and 3+ years related experience
• Associate’s Degree from an accredited institution and 2+ years related experience preferred
• Previous experience in related duties and composing written correspondence with minimal supervision.
• Some customer service or collection experience preferred.
• Excellent oral and written communication skills
• Good customer service philosophy and attitude
• Ability to meet and manage customer expectations in a professional and timely manner and maintain composure and avoid aggressive behavior in very difficult situations
• Ability to develop and maintain constructive and cooperative working relationships
• Mathematic skills with the ability to calculate figures and amounts such as interest and percentages
• Ability to analyze information and evaluate results to choose the best solution and solve problems
• Familiarity with MS Office