Collections Specialist

Responsibilities

• Make and receive customer calls to address overdue accounts and discuss repayment options.
• Provide exceptional service while encouraging customers to make payments on past‑due accounts.
• Accurately record customer interactions, including communication logs, payments, repayment plan enrollments, and other important information.

• Demonstrate empathy while being assertive to achieve required outcomes.
• Meet and exceed quality goals, compliance regulations, and productivity targets individually and in a team environment.
• Strong interpersonal, communication, and listening skills.
• Build meaningful relationships by offering repayment programs while gathering information to understand customers’ financial situations.
• Excellent negotiating, probing, influencing, and resourcefulness skills.
• Professionalism: serve as the welcoming and friendly voice for customers.
• Energetic and driven: bring enthusiasm and a positive attitude to every interaction.
• Tech savvy: possess basic computer skills and experience with Microsoft Office Suite.
• Flexible work environment: ability to work in the office with some days remote. First 90 days required in office, 8 a.m. – 5 p.m., Monday through Friday. Shift options include 8 a.m. – 5 p.m., 10 a.m. – 7 p.m., and 12 p.m. – 9 p.m. Evening shift receives a 15% shift differential. Must be flexible to work some Saturdays.

Base pay of $20 per hour with monthly incentives ranging from $1,250 to $2,500 based on performance.

Experience in customer service and/or collections related roles. High school diploma or equivalent; some college coursework in business‑related fields preferred.

• Competitive base salaries
• Bonus incentives
• Generous PTO, floating holidays, and 12 federal holidays observed
• 401(k) with employer match
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance, and more
• Employer‑paid short‑term/long‑term disability and basic life insurance
• Flexible hybrid working arrangements
• Paid parental leave and adoption reimbursement programs
• On‑site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
• Confidential counseling support (EAP), health advocacy services, and wellness program with financial incentives
• Tuition reimbursement and family scholarship programs
• Career development and training opportunities

Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, veteran status, or any other characteristic protected by federal, state or local law. Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process.