Specialty Servicing Account Relations Specialist at MOHELA

MUST LIVE WITHIN 1 HOUR OF MOHELA LOCATION; FISHERS, IN; CAMP HILL, PA; CHESTERFIELD, MO; OR COLUMBIA, MO

POSITION OVERVIEW:

As a Specialty Servicing Account Relation Specialist, you will efficiently respond to calls, emails, and correspondence on private educational loan accounts while ensuring compliance with federal and state regulations. You will manage tasks such as skip tracing, borrower communication, and coordination with lenders, schools, legal representatives, and regulatory agencies. This role requires delivering exceptional customer service with a focus on privacy and security, while applying knowledge of consumer laws, collection practices, and internal processes. You will also support VIP and PL Contract programs, multi-task across servicing requirements, and perform additional duties as assigned. 

1. Communication - Consistently represent MOHELA in a professional, confident, and courteous manner when handling incoming and outgoing call activity. Respond to account inquiries via phone and written correspondence while complying with all Federal, State and internal guidelines and policies which includes Security and Privacy Policies. Demonstrate empathy when responding to sensitive caller situations. Develop professional written correspondence when necessary to supply the borrower with written confirmation of information requested. Communicate in a professional manner with interdepartmental contacts to research/resolve account situations.
2. Federal Student Loan Knowledge - Must demonstrate extensive student loan knowledge acquired through new hire and continued on-the-job training with ability to apply said knowledge to each individual borrower situation as applicable.
3. Lender Program Knowledge – Must demonstrate ability to learn, retain, and apply knowledge of MOHELA owned and third party lender private loan policies, program requirements of each product, and servicing expectations to serviced portfolios. This position will focus primarily on MOHELA owned private loans.
4. Customer Service - Ensures accurate and efficient handling of inbound/outbound calls and emails by providing a positive world class borrower experience including first contact resolution and a high quality assurance and meets the Customer Promise and Customer Service Mission. Maintain Quality Assurance average score of at least 85% monthly. Ensures timely communication of regulatory updates, policies, system changes and are updated within departmental procedures and on-line reference material for staff. Demonstrates empathy when responding to sensitive caller situations. Must have exceptional listening skills while multitasking on calls. Utilize fact-finding questions to determine the necessary course of action and refer to reference material to offer appropriate solutions.
5. Call Handling - Provide accurate account information through a strong knowledge base of internal departmental processes, policies, procedures, and system processes in accordance with Federal and State regulations as well as the usage of various software products which house account information. Educate the caller with regard to effective management of their student loan. Must identify and provide all appropriate solutions to get to appropriate call resolution. Handle the call to meet each lender’s call flow requirements for delinquency resolution, credit education, and repayment option availability. 
6. Account Research/Analysis/Resolution - Respond to agency wide requests regarding complex problem accounts which cannot be resolved through normal agent activity. Specialists are required to advocate for each and every caller.  Analyze individual and/or a list of accounts to identify and resolve discrepancies which may require collaboration with other internal departments or external partners of MOHELA to complete the final review evaluation process.  Make recommendations to help improve our level of service.  Also track and compile data to help identify gaps and make recommendations to prevent future escalations and improve borrower satisfaction.  Also may be required to work various call campaigns or projects at once.
7. Escalated Call Handling - Specialists are required to field escalated caller issues with tact and professionalism, while representing MOHELA and our clients in positive image. Specialists need to display empathy, sensitivity, and understanding when dealing with sensitive situations.  They are required to advocate for each and every caller and collaborate with inter-departments and other MOHELA clients in order to provide a satisfactory resolution.  Specialists must be able to convey less than desirable news to callers, while still being able to communicate and effectively educate the caller regarding the account in question.   Specialists must be able to acknowledge and validate the borrowers concerns and convey their willingness to help to the caller. They must be able to handle a high volume of highly escalated callers and continue to maintain professional composure.  Specialists must be able to approach each caller with a fresh and unbiased perspective.
8. Delinquency Resolution and Default Prevention - Demonstrate effective but professional delinquency resolution techniques when responding to incoming or outgoing calls to assist in reducing the delinquency rate of each lender’s portfolio. Readily demonstrate the knowledge to make decisions to assist the borrower through fact-finding questions, and choose the most logical and beneficial resolution in accordance to the lender’s loan program requirements.  In high delinquency situations utilize strong collection techniques to support all on-going collection efforts while attempting to reduce each lender’s default rate.
9. Skip Tracing – Specialists are required to utilize web and third party service products to effectively skip trace in an effort to obtain valid contact information for borrower, cosigner, and references as well as employment information for borrower and cosigner in an effort to increase contacts rates to resolve delinquency.
10. Complete Additional Departmental Servicing Tasks -Accurately and timely complete tasks including but not limited to: updating demographic change correspondence, responding to secure email and personal letter tasks, complete payment histories, review and complete skip tracing correspondence and tasks, entering reference demographic information, researching credit disputes, working with lenders on forbearance and deferment requests, responding to lender inquires and requests, and processing any necessary updates or corrections.
11. Compliance - Responsible for ensuring all private educational loan servicing activities completed by specialist are done so in compliance with consumer protection laws and regulations for private loans at both federal and state levels.
12. Other duties as assigned: As needed, perform other duties as assigned.

JOB DETAILS:

• Work Type: Work performed in this role is remote; however, to obtain the required computer equipment, applicants must live within 1 hour of Fishers, IN; Chesterfield, MO; Columbia, MO; or Camp Hill, PA.

• Compensation: This position offers a competitive hourly rate and a full benefits package, including generous paid-time-off. 

• Training Schedule: Monday - Friday; 8:00 AM -5:00 PM CST. Attendance during the 4 week training period is mandatory.
• Work Schedule: Monday - Thursday; 11:00 AM - 8:00 PM CST and Friday 8:00 AM - 5:00 PM CST.

Note: The option to work remotely may be suspended at any time for non-compliance with the work from home agreement, inability to perform successfully from home, excessive technical issues, or for operational needs. Hours may change due to business need.

OFFICE AND TECHNOLOGY REQUIREMENTS:

MOHELA will provide all hardware and software. Qualified candidates must secure the following to successfully execute job responsibilities:

• Reliable high-speed internet – Minimum of 100mbps download speed, 10mbps upload speed, and latency less than 25-50ms.
• An Ethernet cord will be provided to you when you pick up your equipment. You must have the capability for a wired internet connection by connecting an Ethernet cord into your server from the router/modem. (Note: WiFi is not compatible with our systems.)
• Ability to pick up computer equipment from a MOHELA location. (Fishers, IN; Chesterfield, MO; Columbia, MO; Camp Hill, PA)
• Designated, quiet home office space free from distractions and ability to remain engaged at the workstation for the full duration of the scheduled shift, except for standard breaks. 

MINIMUM REQUIREMENTS:

• 9+ months of Call Center experience within the student loan industry 
• Minimum of 1 year experience in a Customer Service, Call Center, Sales, Borrower Experience, or Collections role (may substitute experience requirement with college degree)
• Must be able to fully attend and complete training: Monday - Friday, 8:00 AM - 5:00 PM CST for the first 4 weeks of employment. 
• Demonstrated stable work history
• Meet all office and technology requirements, including ability to pick up computer equipment from one of four locations: Fishers, IN; Chesterfield, MO; Columbia, MO; or Camp Hill, PA
• Strong Computer Skills.
• Position may require significant overtime (over 40 hours of work completed per week)

+

• Strong Verbal and Written Communication skills
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PREFERRED QUALIFICATIONS:

• Bachelor's Degree
• Private Loan Servicing knowledge