AustinRecruiter Since 2001
the smart solution for Austin jobs

Call Center Associate

Company: Trellis Company
Location: Round Rock
Posted on: January 17, 2020

Job Description:

Who you are:

You are a skilled communicator with sound judgment and decision-making skills who also likes helping people. In this role you will negotiate and monitor repayment arrangements based on client and Trellis requirements while considering individual borrower circumstances. Incumbents will also provide borrower assistance by accurately answering and responding timely to any issues regarding recovery negotiations.

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 opening is located at our Corporate Office in Round Rock, Texas.

Hours:

Work hours are Monday thru Friday 8 AM - 5 PM; however, one late week night is required (hours are 12 PM - 9 PM) plus one Saturday a month (8:30 AM to 12:30 PM). Hours are subject to business needs; must be flexible.

Essential Duties and Responsibilities:

The position incumbent is expected to perform the following essential duties and responsibilities of the position with reasonable accommodation.Contact borrowers and authorized third party representatives to collect on defaulted loans. Upon contact with borrower, adhere to the talk off structure and sequence required by the SOW.Counsel borrowers to determine the appropriate program based on account factors, the borrower's financial resources, resolving the defaulted loan status in as timely a manner as is feasible. Advise the borrower of the following information when asked or determined to be appropriate: administrative resolution discharge options, TOP, AWG and litigation, disputes related to an inability to benefit, closed school or programmatic cancellation.All borrower contact, and attempted contact must adhere to the FDCPA (both State and Federal), Privacy Act, FCRA, GLB, and TCPA, as well as to policies and procedures prescribed by governing agencies such as the FCC, FTC, and CFPB.Ensure Company and client policies, procedures, scripts, quality guidelines are strictly followed.Accurately utilizes software, databases, scripts, and tools appropriately.Ensure borrowers are treated with utmost respect being mindful of customer interactions impact on the Company and client.Accurately enter all information into the account management system. Perform skip trace activity to gain location information, including but not limited to place of employment, which can be used to attempt contact with borrower utilizing various tools and resources provided. Monitor accounts to ensure repayment is initiated as agreed.Ensure accounts are worked timely and accurately.Non-Essential Duties and Responsibilities:Provide improvement and enhancement suggestions to Supervisor, Manager, and the VP on work-related processes and procedures.Assist with training support of new and transferred team members. Be an active part of the team.All other duties and responsibilities as assigned.Education/Experience Required:

EducationHigh School diploma or GED; some college preferredExperienceOne-year experience in loan servicing, collections, customer service, customer contact center, financial service or student loan environment.Preferred Qualifications:Bilingual - SpanishKnowledge, Skills, and AbilitiesStrong communication, numerical, analytical, critical thinking, and decision-making skillsStrong ability to multitaskPossesses strong negotiation and/or collection skillsStrong, current knowledge of federal and state laws and regulationsKnowledge of Microsoft Office productsDisplays a self-starter attitude and is goal orientedRapidly and willingly adapts to changesPhysical and Mental DemandsPosition is primarily sedentary. Must be able to sit in a stationary position for long periods of time; Occasionally must move about inside the office.Repetitive motion. Regularly operates a computer, phone, and call selector devices. Regularly uses hands/fingers to handle, feel, or grasp; reaches or extends arm(s) in any direction.Hearing and speaking. Regularly talks with other employees and on the phone with borrowers and/or clients. Regularly uses hearing to listen and respond to employees, borrowers and/or clients.Visual acuity. Regularly must have close visual acuity to view and enter information into computer and software systems, update progress boards, analyze data, and read scripts and regulations.Mental focus. Requires worker to maintain focus and exchange detailed and accurate information through oral communication. Regularly works with borrowers, clients, NPI, regulations, scripts and must comply with strict quality requirements.Work EnvironmentWork is in an open office, small cubicle work environment.Noise within the call center may be unusually loud, making hearing/listening challenging above ambient noise levels.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.Call Center AssociateWho you are:

You are a skilled communicator with sound judgment and decision-making skills who also likes helping people. In this role you will negotiate and monitor repayment arrangements based on client and Trellis requirements while considering individual borrower circumstances. Incumbents will also provide borrower assistance by accurately answering and responding timely to any issues regarding recovery negotiations.

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 opening is located at our Corporate Office in Round Rock, Texas.

Hours:

Work hours are Monday thru Friday 8 AM - 5 PM; however, one late week night is required (hours are 12 PM - 9 PM) plus one Saturday a month (8:30 AM to 12:30 PM). Hours are subject to business needs; must be flexible.

Essential Duties and Responsibilities:

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


  • Contact borrowers and authorized third party representatives to collect on defaulted loans.
  • Upon contact with borrower, adhere to the talk off structure and sequence required by the SOW.
  • Counsel borrowers to determine the appropriate program based on account factors, the borrower's financial resources, resolving the defaulted loan status in as timely a manner as is feasible.
  • Advise the borrower of the following information when asked or determined to be appropriate: administrative resolution discharge options, TOP, AWG and litigation, disputes related to an inability to benefit, closed school or programmatic cancellation.
  • All borrower contact, and attempted contact must adhere to the FDCPA (both State and Federal), Privacy Act, FCRA, GLB, and TCPA, as well as to policies and procedures prescribed by governing agencies such as the FCC, FTC, and CFPB.
  • Ensure Company and client policies, procedures, scripts, quality guidelines are strictly followed.
  • Accurately utilizes software, databases, scripts, and tools appropriately.
  • Ensure borrowers are treated with utmost respect being mindful of customer interactions impact on the Company and client.
  • Accurately enter all information into the account management system.
  • Perform skip trace activity to gain location information, including but not limited to place of employment, which can be used to attempt contact with borrower utilizing various tools and resources provided.
  • Monitor accounts to ensure repayment is initiated as agreed.
  • Ensure accounts are worked timely and accurately.

    Non-Essential Duties and Responsibilities:

    • Provide improvement and enhancement suggestions to Supervisor, Manager, and the VP on work-related processes and procedures.
    • Assist with training support of new and transferred team members.
    • Be an active part of the team.
    • All other duties and responsibilities as assigned.

      Education/Experience Required:

      Education

      • High School diploma or GED; some college preferred

        Experience

        • One-year experience in loan servicing, collections, customer service, customer contact center, financial service or student loan environment.

          Preferred Qualifications:

          • Bilingual - Spanish

            Knowledge, Skills, and Abilities

            • Strong communication, numerical, analytical, critical thinking, and decision-making skills
            • Strong ability to multitask
            • Possesses strong negotiation and/or collection skills
            • Strong, current knowledge of federal and state laws and regulations
            • Knowledge of Microsoft Office products
            • Displays a self-starter attitude and is goal oriented
            • Rapidly and willingly adapts to changes

              Physical and Mental Demands

              • Position is primarily sedentary. Must be able to sit in a stationary position for long periods of time; Occasionally must move about inside the office.
              • Repetitive motion. Regularly operates a computer, phone, and call selector devices. Regularly uses hands/fingers to handle, feel, or grasp; reaches or extends arm(s) in any direction.
              • Hearing and speaking. Regularly talks with other employees and on the phone with borrowers and/or clients. Regularly uses hearing to listen and respond to employees, borrowers and/or clients.
              • Visual acuity. Regularly must have close visual acuity to view and enter information into computer and software systems, update progress boards, analyze data, and read scripts and regulations.
              • Mental focus. Requires worker to maintain focus and exchange detailed and accurate information through oral communication. Regularly works with borrowers, clients, NPI, regulations, scripts and must comply with strict quality requirements.

                Work Environment

                • Work is in an open office, small cubicle work environment.
                • Noise within the call center may be unusually loud, making hearing/listening challenging above ambient noise levels.
                • 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.

Keywords: Trellis Company, Austin , Call Center Associate, Other , Round Rock, Texas

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


Entry-Level Promotions Associates Austin 2128478
Description: Entry-Level Promotions Associates: Our growing marketing firm is seeking dynamic and energetic individuals to join our Promotions team We are passionate about client care, consumer acquisition, and brand (more...)
Company: NetHire
Location: Georgetown
Posted on: 01/26/2020

Packing/Delivery
Description: Packing/Delivery:
Company: Nutech, Inc
Location: College Station
Posted on: 01/26/2020

Get a Gig job
Description: Find flexible jobs
Company: Open Gigs
Location: College Station
Posted on: 01/26/2020


Physician: 100 Percent Outpatient Neurology With No Call in Texas | JOB-2613598
Description: An exciting neurologist opportunity is now available in Texas. The facility has a growing patient demand, so they are accepting new candidates. You will work a mostly 8 am to 5 pm work day and there will (more...)
Company: CompHealth
Location: College Station
Posted on: 01/26/2020

Servers for Events!
Description: We are an established event staffing agency seeking experienced servers to work events with us This is a great time to join our team, since we will have lots of work available during SXSW and
Company: A+ Staffing
Location: Georgetown
Posted on: 01/26/2020

Patient Care Assistant I - Telemetry
Description: Position Type: Full Time Schedule: 7p - 7a Primary Location: TX gt COLLEGE STATION gt SJH COLLEGE STATION HOSPITAL JOB SUMMARY Provides patient care in a hospital setting. Assists providers and (more...)
Company: Catholic Health Initiative
Location: College Station
Posted on: 01/26/2020

1)Enter Email 2)Take Survey 3)Brands Want To Pay You $350 For Your Time
Description: Big Brands Paying
Company: MoneyAtHome
Location: Bryan
Posted on: 01/26/2020

Speech Language Pathologist Peds
Description: Speech Language Pathologist / SLP - PEDS Great Pay Great Benefits Great Perks McCall Lee is working with a facility to take on a passionate and caring full-time Speech Language Pathologist / SLP. (more...)
Company: McCall and Lee
Location: Bryan
Posted on: 01/26/2020

Want A Quick $300 Today?
Description: 1 Enter Email 2
Company: Part-Time-Cash
Location: Bryan
Posted on: 01/26/2020

Registered Nurse Inpatient Rehab RN
Description: Description SHIFT: Days rotating weekends SCHEDULE: Full-time--St. David's Georgetown Hospital is part of St. David's HealthCare, one of the largest health systems in Texas, which was recognized with (more...)
Company: St. David's Georgetown Hospital
Location: Georgetown
Posted on: 01/26/2020

Log In or Create An Account

Get the latest Texas jobs by following @recnetTX on Twitter!

Austin RSS job feeds