Financial Care Agent (Sallie Mae 1st Party)

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    "requisitionDescription": "<div><div><p><br>Summary<br>The Financial Care Agent is responsible for effectively negotiating the resolution of early stage past due accounts on behalf of clients while maintaining a high level of customer satisfaction, by providing a professional, positive, and empathetic experience to each consumer engagement, as well as adhering to all applicable company, client, and regulatory requirements.<br><br>Essential Functions<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Meet or exceed productivity goals established by the Client and Company<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Efficiently manage customer accounts and file records according to Company and Client work standards:<br>o&nbsp;&nbsp;&nbsp;&nbsp;Efficiently handle and maintain customers&rsquo; accounts<br>o&nbsp;&nbsp;&nbsp;&nbsp;Accurately and thoroughly update and document account notes<br>o&nbsp;&nbsp;&nbsp;&nbsp;Use probing questions to assess the consumer&rsquo;s situation and assist with resolving issues according to client&rsquo;s work standards<br>o&nbsp;&nbsp;&nbsp;&nbsp;Negotiate for payment arrangements on delinquent accounts<br>o&nbsp;&nbsp;&nbsp;&nbsp;Quickly make knowledge-based decisions to resolve the related issues<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Stay abreast of daily and weekly Operations news and information; acknowledge receipt and understanding of policy and procedure updates<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Complete all assignments as required or requested by Operations management<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Maintain knowledge, understanding, and compliance with all federal, state, and local laws and regulations within functional area and with Client policies and procedures<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Communicate professionally and appropriately with clients, consumers, co-workers, and management<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Meet required criteria for work schedules and adhere to attendance policies as outlined in the Employee Handbook and site policies and procedures<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Keep up-to-date knowledge, understanding, and compliance with governmental laws and regulations within functional area and with Company policies and procedures<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Adhere to all Company and customer confidentiality and security policies and procedures<br><br><br>Non-Essential Functions<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Perform other duties and special projects as assigned<br><br>Supervisory Responsibilities/Accountabilities<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;This position does not require Supervisory Responsibilities/Accountabilities<br><br>Requirements<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;High School Diploma or General Educational Development (GED) certificate<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Two or more years of applicable customer service or related experience<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Proficient computer skills, including utilization of computerized collections software programs. Experience with spreadsheets and automated systems<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Excellent customer service skills, including strong problem solving and negotiating skills, interpersonal, written, and oral communication skills. Ability to listen, communicate (written and verbal). Close attention to detail<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Ability to work independently, self-starter, energetic, demonstrate good common sense, ethical and sound judgment<br>&bull;&nbsp;&nbsp;&nbsp;&nbsp;Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures<br><br><br>Physical Requirements<br>While performing the duties of this job, the employee is regularly required to talk, type, see, and hear while using a computer for periods of time. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys. The job requires extensive use of keyboards and computers.<br><br>Working Conditions<br>Work is generally performed within an indoor office environment utilizing standard office equipment. Desk setting inbound call center/cubicle<br><br><br>Position Type/Expected Hours of Work<br>Some flexibility in hours allowed but must be available during the department&rsquo;s scheduled hours and guidelines, which include at least one or two evening and/or weekend shifts. Full-time employees must maintain continuous full-time employment status. Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.<br><br></p></div></div>\n",
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