Borrower Account Services Representative II - Trellis Company

Assist borrowers by negotiating and monitoring repayment arrangements serving the best interest of the Department of Education while considering individual borrower circumstances. Providing a high level of customer assistance by supplying detailed information pertaining to repayment and the various available programs in accordance with company policies and procedures, Fair Debt Collection Practices Act (FDCPA) laws, state privacy laws, treasury laws, Fair Credit Reporting Act (FCRA), Gramm-Leach-Bliley Act (GLBA), Telephone Consumer Protection Act (TCPA), Federal Family Education Loan Program (FFELP) regulations, and any other related regulatory compliance requirements.

Who we are:

Trellis Company is a nonprofit 501(c)3 corporation with the dual mission of helping student borrowers repay their education loans and promoting access in higher education. Our strong philanthropic heritage of giving through grants to colleges, universities, and research groups remains focused on improving student outcomes, especially to underserved students, families, and institutions.

As we move into the future, we're drawing on our history, branching into new sectors beyond student loans, and delivering the same level of exceptional care and service that our customers have come to depend on. We remain invested in the success of students and higher education institutions. This combination of stability and vision creates a unique intersection: a startup environment at a company that also has a stable foundation, resulting in an opportunity for the right candidate to help shape our company's future. This is an exciting time to join the Trellis team!

Location:

The position is remote.

Essential Duties and Responsibilities:

The position incumbent is expected to perform the following essential duties and responsibilities of the position with reasonable accommodation.

• Provides borrowers and authorized 3rd party representatives with detailed information about available repayment programs and forgiveness/discharge options.
• Analyzes borrower eligibility for federal programs following internal and regulatory policies.
• Counsels borrowers to determine the appropriate program based on account eligibility, borrower's current financial situation, and their ability to repay.
• Counsels borrowers regarding the importance of repayment and the consequences of non-payment.
• Researches and responds to borrower and employer correspondence, via email, letters, and documentation.
• Adheres to and maintains current knowledge and compliance with FDCPA, (both State and Federal), Privacy Act, FCRA, GLBA, TCPA, and Health Insurance Portability and Accountability Act (HIPAA), as well as policies and procedures prescribed by governing agencies such as the Federal Communications Commission (FCC), Federal Trade Commission (FTC), and Consumer Financial Protection Bureau (CFPB).
• Monitors accounts to ensure repayment is initiated as agreed to by the borrower.
• Ensures compliance with all Trellis policies and procedures, scripts, and quality guidelines.
• Accurately enters all information into the account management system.
• Performs skip trace activity to gain location information.
• Prepares accounts for involuntary repayment, including Administrative Wage Garnishment, Federal Offset, and State Offsets as applicable. Includes direct communication with employers regarding existing garnishments.
• Effectively analyzes and manages assigned borrower work lists.
• Processes Consolidation Applications, Rehabilitation Agreements, Financial Disclosure Forms, and other requests.
• Initiates administrative forms and other information necessary for the borrower to satisfy selected program requirements.
• Actively protects and secures Nonpublic Personal Information (NPI), safeguard Personally Identifiable Information (PII), and Protected Health Information (PHI).
• Ensures borrowers are treated with the utmost respect and be mindful of customer interactions and the impact on both the Company and borrower.
• Assists other teams within Borrower Services with high priority and or unexpected high-volume tasks including but not limited to:
• Processes refunds and miscellaneous transactions to comply with changes in borrower status, Federal Guidance and Trellis Procedures.
• Processes incoming and outgoing correspondence.
• Assists with transactional and demographic updates as required.
• Participates in training and other learning opportunities to ensure compliance and expand knowledge of company, position, and process.

Non-Essential Duties and Responsibilities:

• May assist Spanish speaking borrowers.
• Assist with claims processing as needed.
• Provide feedback to Management on a variety of work-related processes and procedures to improve or enhance a process and performance.
• Assist with training support of new and transferred team members.
• Actively support the team and team responsibilities.
• All other duties and responsibilities as assigned

Knowledge, Skills, and Abilities:

• Strong communication, numerical, analytical, critical thinking, and decision-making skills.
• Must be proficient in written and verbal communications.
• Strong understanding and ability to interpret and apply changing voluntary and involuntary repayment options available to the borrower, including understanding workflow and requirements of each program to be able to ascertain the account status.
• Demonstrated ability to utilize software, scripts, run queries, and tools appropriately.
• Demonstrated ability to prioritize work assignments and maintain activities within prescribed performance standards.
• Accurately handle multiple tasks and be detail oriented in a fast-paced working environment.
• Capable of learning new skills and adapting to change, work under pressure and meet established deadlines.
• Ability to work with and protect sensitive or confidential information and documentation.
• Strong negotiation and/or collection skills.
• Strong, current knowledge of federal and state laws and regulations.
• Intermediate Microsoft Office product proficiency.

Education

Required:

• High school diploma or equivalent.

• Some college, up to or including an associate degree.

Experience

• Two (2) years office experience in loan servicing, collections, customer service, customer contact center, financial services, or student loan environment.

Physical and Mental Demands:

• Occasionally must move about inside the office.
• Repetitive motion. Regularly operates a computer, phone, and general office equipment.
• Regularly required to handle, feel, grasp objects, and reach across a work area.
• Regularly communicates with other employees and on the phone, virtually, or in person with clients. Regularly converses with internal and external contacts.
• Visual acuity. Regularly must have close visual acuity to view and enter information into computer and software systems, analyze data, develop presentations and reports, and other materials.
• Mental focus. Requires worker to maintain focus and exchange detailed and accurate information through oral and written communication.

• Work may be conducted remotely or in an office with a surrounding small cubicle environment.
• Office work environment is climate controlled with no substantial exposure to adverse environmental conditions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity or sexual orientation. We are also an equal opportunity employer of individuals with disabilities and protected veterans.

Please view Equal Employment Opportunity Posters provided by OFCCP.