Student Advocate Specialist

Employer
Location
Minneapolis, Minnesota
Posted
May 16, 2017
Closes
Jun 14, 2017
Job Type
Employee
Employment Status
Full Time

Choosing a career with ECMC Group means joining a nonprofit corporation with a mission to help students succeed. With a vibrant mission and values, great benefits, and strong community involvement, ECMC Group companies are an ideal team to join.

Position Summary:
Under direct supervision, contacts student loan borrowers throughout loan lifecycle to discuss their ability to repay their student loans and offer options for keeping/bringing the loan current.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Makes outbound calls to students and references and counsels them on options to manage student loans and to keep / bring loans to a current status through payment, forbearance or deferment
  • Communicates by telephone and/or in writing/e-mail to borrowers to inform them of their responsibilities and the consequences of default
  • Receives predictive telephone dialer system transfers and handles them within required measures
  • Maintains clear, concise and accurate documentation of borrower accounts, including all contacts made and received
  • Maintains current and accurate knowledge of laws and regulations affecting the repayment of student loans, including the consequences of default,  and the various payment / deferment options available to borrowers
  • Updates loan status on Loan Tracker
  • Conducts internet / social media searches to locate new contact information for student loan borrowers
  • Participates in work group activities to solve problems or improve processes
  • Complies with all ECMC Group Policies
  • Performs other duties as assigned

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This job description is subject to change at any time.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


EDUCATION and/or EXPERIENCE
Required:

  • High School diploma or GED 
  • 1+ year office/business clerical experience

Preferred:

  • 1+ year working in an office environment 
  • 1+ years experience working in a call center or similar customer service environment  
  • 1+ years experience working in the financial industry including but not limited to student loans, collections and/or banking  
  • Bilingual in Spanish and English 

KNOWLEDGE, SKILLS and ABILITIES  
Required:

  • Strong attention to detail  
  • Adaptable to a fast paced and changing work environment

Preferred:

  • Ability to handle multiple computer programs 
  • Displays and promotes high standards of ethical conduct and behaviors consistent with organizational and government standards
  • Ability to consistently carry out job responsibilities  
  • Ability to clearly and effectively convey information to individuals  
  • Demonstrates the ability to analyze, identify and solve problems while using sound judgment.  Able to implement solutions to address business issues.  Knows who to involve and takes appropriate action
  • Ability to anticipate, understand and manage customer expectations and consistent delivery of services

PHYSICAL SKILLS AND ABILITIES

  • Must be able to remain in a stationary position for a long period of time  
  • Needs to occasionally move about inside the office to access file cabinets, copy machines/printers    
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer  
  • May need to move files from filing cabinets to shred bins or to storage facilities 
  • Frequently communicates with customer inquiries through email or phone.  Must be able to exchange accurate information in these situations  
  • Occasionally required to lift and/or move up to 25 pounds  

WORK ENVIRONMENT 

  • General Call Center Hours of Operation: 7:00 a.m. to 8:00 p.m. (Monday-Thursday); 7:00 a.m. to 5:00 p.m. (Friday)
  • Required Hours for this Role:
    • Mixture of day and evening shifts*
    • One Saturday shift per month (8:30 a.m. to 12:30 p.m.)
  • *Work hours are subject to change due to operational needs
  • Capable of working at a computer and on the phone for several hours at a time to complete work
  • Frequently subjected to interruptions, multiple calls and inquiries
  • Employee works in an office environment 
  • The noise level in the work environment is usually quiet to moderate