Account Representatives-Student Loan Div.- Third Party-FT (Great

The Account Representative, Third Party may perform variety of functions to include: Skip Tracer, Collector, or Team Lead. The Account Representative uses variety of tools to include the Internet, credit bureau reports, electronic directory assistance, location service vendors, company databases and etc. to verify consumer demographics and actively work the collection and management of delinquent accounts. Individual must build rapport over the telephone and present information in a professional and accurate manner. Incumbent must follow all company and customer work standards and must meet performance criteria to include assigned goals. Duties include contacting consumers/payers of past due accounts by correspondence and telephone to discuss and secure prompt payment. Incumbent must exercise tact and sound judgment in obtaining voluntary cooperation, leaving legal sanctions as a last resort. Work is performed within clearly defined areas of regulations and procedures, and is reviewed and monitored by a supervisor or manager.

MINIMAL QUALIFICATIONS:


High School Graduate or GED Equivalent Preferred

Basic competency in using Internet and Skip Trace Navigation Tools

Prior customer service and/or collection experience helpful

Data entry skills

Excellent communication skills – speaking and listening

Ability to Multi-task

Team Lead: Training skill to facilitate transfer of knowledge to others

Team Lead: Strong prioritization and organizational skill

ESSENTIAL RESPONSIBILITIES: (To include but not limited to the following)


Present information regarding accounts clearly and concisely to consumers.

Document all accounts quickly and accurately ensuring accuracy.

Negotiate proper solutions to consumers to include engaging in mutual problem solving

Use skip trace tools to accurately locate and document information concerning consumer demographics.

Utilize established call model to secure a definite commitment to pay the balance in the most expedient manner.

Identify the extent of the delinquency and any additional information required to resolve the account. (Full and complete information required).

Determine the best method of collection and advise the consumer of consequences of non-payment. Secure or request financial data to support accounts that are deemed not collectable.

Secure information to make adjustments, trace payments or change entity data as necessary.

Follow up on contacts.

Utilize dialer or established routes to make telephone contact with consumer.

Maintain productivity requirements.


Complete follow up actions.

Complete daily reports as required.


Team Lead: Provide assistance to team members relative to clients, systems or collection techniques and requirements.

Team Lead: Assist team members with difficult consumers by provide backup and talk offs as needed.

Team Lead: As directed, run reports and provide feedback to associates regarding productivity.

Protect all client consumer information used during collection efforts in accordance with company confidentiality policies and comply with Corporate Information Security Policies and Procedures.

Other duties as assigned.

This description is not intended as a complete list of specific duties and responsibilities.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing as well as criminal background checks.

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