The role of the Processing Representative is to provide superior quality when processing each transaction. This includes following all client's processing policies and accurately completing transactions promptly while complying with federal student loan regulatory policies and procedures. The Processing Representative will also participate in team activities to support the client's service initiatives
Essential Duties And Responsibilities
Must be able to work independently on tasks assigned to you on a day-by-day basis
Must be able to perform all aspects of Basic Production including: sorting and distributing incoming mail utilizing the Global Search function to identify and route mail accurately when necessary
Responsible for learning, understanding, and applying all student loan regulations, policies, and procedures and passing regulation certification
Ability to utilize the following areas of SAL to research and resolve client issues: Primary window, memo, history, prior bills/billing history, and credit bureau reporting.
Answer, investigate and/or initiate actions on customer inquiries, requests, or complaints on all loan products and services efficiently from the following customer access channels: Team Support. Follow-up as required to ensure customer satisfaction
Responsible for answering inquiries from all customer access channels regarding basic loan/account information
Process all paperwork and adjustments received accurately to keep borrower accounts current including deferment, forbearance, cancellation, AmeriCorps, Loan Verification forms, and E-Oscar
Process loan intakes on behalf of the Department of Education
Utilize the Employee website to view scanned images to answer questions about submitted paperwork, view Electronic Bills and Current Account Balance screens to assist with payment questions, and access historical information to check the status of electronic check and credit card payments
Responsible for continually updating personal knowledge of changes to company products/services, technology, regulations and policies and procedures, and call center practices and policies
Participate in training to improve skills, performance levels and overall personal development
Consistently exceed set performance standards for service quality, accuracy and volume. Work with supervisor to jointly set performance goals and determine methods of improving performance
Consistently meet established standards for adhering to shift, break, and lunch schedules to support production goals
Skills:
Excellent interpersonal and motivational skills
Innovative and highly motivated self-starter
Ability to work with minimum supervision
PC literacy
Detail oriented
Ability to read, analyze, and interpret Federal loan regulations and multiple, moderately complex internal support documentation platforms
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Staffing and Recruiting
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