Job Details

Title Student Loan Repayment Specialist
Requisition Number 18-0076
Post Date 12/27/2018
City Aberdeen
State SD

Purpose of Position 

Under the direction of the Default Collections Supervisor(s) and assistance of the Default Collections Leadworker(s), this position is responsible for counseling student loan borrowers in resolving their defaulted student loans in an accurate, effective, and efficient manner.  This position handles inbound and outbound telephone calls in accordance with federal regulations, corporate objectives, and department policies.  This position requires strong negotiation skills while maintaining diplomacy and tact.

Essential Functions

  1. Effectively and efficiently counsel defaulted borrowers/endorsers regarding payment options available to resolve the default.Explain rights and responsibilities to defaulted student loan borrowers.

  2. Communicate with defaulted borrowers using the Default Collections call model.Determine the reason(s) for nonpayment and identify the best solution for each borrower, placing emphasis on payment in full and rehabilitation.

  3. Using diplomacy and tact manage calls with borrowers using strong negotiation skills and maintaining professionalism.Utilize good voice tone with every borrower communication.

  4. Meet corporate goals for all efficiency and effectiveness measures as outlined in the department procedures.

  5. Ensure verification of Right Party Contacts and obtain new demographic information, including email addresses, during contacts with borrowers and others.

  6. Utilize Default Collections Queue Procedures to effectively work all accounts assigned to queue(s).Effectively manage progress of account work through queuing and communicate progress on a weekly basis to Default Collections Supervisor.

  7. Maintain knowledge of the consequences of default and how borrowers are impacted.  Ensure compliance with and accurate use of all federal regulations regarding default student loans and documented department and corporate policies, procedures and objectives.

  8. Assist in the investigation of difficult and problem accounts. Follow-up and/or take the appropriate action to resolve the account.

  9. Accurately document system actions taken on accounts and related correspondence/email.

  10. Initiate feedback to Default Collection Supervisor(s) with ideas to improve processes.

  11. Effectively meet corporate goals for attendance (unscheduled absences and tardiness).

  12. Contribute to a positive work environment.

  13. Perform additional tasks related to the resolution and maintenance of defaulted student loan accounts

Physical Demands of Position

  1. Talking, hearing, near vision.

  2. Keyboard entry-medium, sitting, light lifting, light carrying, light pushing.

  3. Crouching, stooping, bending, and reaching.

Education/License/Certification/Experience Requirements

  1. High School Diploma or GED.

  2. A combination of one to two years experience in the following call center areas: sales, collections, or customer service, as well as information abstraction and entry from computerized accounts.


Knowledge and Skills Required for Position

  1. Life activities including ability to communicate, learn, and be self-sufficient.
  2. Basic understanding of finance and/or financial calculations.
  3. Ability to read, write, add, subtract, multiply, and divide.
  4. Effective interpersonal and negotiation/persuasion skills.
  5. Professional and effective verbal and interactive communication skills.
  6. Ability to type at least 30 correct w.p.m.
  7. Ability to provide good customer service, remain positive and be self-motivated.
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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