Student Account Representative I

The primary function of the Student Account Representative is curing delinquent student borrower accounts, preventing their default, and maintaining the assigned campus rates within the acceptable standards established by the Director of Credit & Collections. To accomplish this objective, the Student Accounts Representative will contact out-of-school student borrowers, assist them with the best options for their condition, obtaining the needed forms and information. All Concorde associates are required to display professionalism and uphold Concorde’s Mission and the core values of respect for the individual, integrity, teamwork, customer service, and achievement.

Principal Accountabilities & Deliverables

• Achieve the weekly, monthly, and quarterly contact and cure activities set by management
• Monitor all accounts according to guidelines and frequency set by Collections Manager
• Place outbound calls, send letters, and send emails to contact delinquent borrowers and advise them of their responsibility and options
• Receive phone calls from students, answering their questions regarding their loans and repayment options
• Follow approved scripts and use approved letters in student contact activities to ensure compliance with company and regulatory requirements
• Skip-trace borrowers and update student database (CampusVue) with new demographics
• Perform other duties, as assigned

Education / Experience
• Requires a minimum of a high school diploma or its equivalent
• 0-3 years of call center experience in default management and/or consumer loan collections
• Proficient PC skills, entry level Microsoft Excel, familiarity with CampusVue product preferred
• Accurate recall and input of data
• Excellent customer service skills
• Strong oral and written communication skills
• Attentive to details and listens well
• Ability to maintain confidentiality of sensitive data

Standard Abilities

• Able and willing to:
  • Communicate, think, learn, and reason
  • Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks
  • Safely ambulate and/or maneuver when on-site at Company locations
  • Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility
• Ability to use good judgment, problem-solving and decision-making skills
• Ability to maintain confidentiality and manage sensitive information with discretion
• Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously
• Ability to gain, understand and apply information and data as it relates essential functions of the position
• Ability to foster long-term relationships with stakeholders

We are an Equal Opportunity Employer and do not discriminate against applicants or employees due to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information or any other federal, state or local protected class.

- Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.