Senior Associate, Team Lead, Account Operations

Join Sallie Mae

When you join Sallie Mae, you become a champion for all students. We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique.

They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way. We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other. This is where diverse backgrounds, beliefs, and perspectives matter.

It's where you're empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education.

The Senior Associate of Account Operations will be responsible for providing exceptional customer service and support to our clients. Responsible for the processing of inquiries pertaining to existing accounts and loans submitted via letter, phone, email, or inter-departmental requests. Inquiries may be submitted by borrowers, cosigners, schools, lenders, or other bank departments to complete a process. Responsible for taking ownership of and researching, analyzing, verifying, reconciling, and performing appropriate account actions in a timely manner in accordance with established servicing and origination guidelines.

The individual in this position is considered a subject matter expert in one or more processing functions and may be focused on one or more of the following activities: demographic updates, claims, enrollment processing, SCRA processing, status adjustments, repayment plans, letter requests and remediation efforts. Provides leadership, functional guidance and training assistance to broader staff. Assist with scheduling work to ensures accurate coverage;

monitors priority tasks and shifts escalated inquires to assure resolution to problems. Prepares standard reports to track workload, response time and quality of input. Makes recommendations to management to improve efficiency and effectiveness.

What You'll Do:

• Execute required transactions to complete account maintenance and satisfy customer requests.
• Assist with remediation efforts as needed.
• Performs timely and accurate follow-up on account inquires.
• Accurately assess customer needs, gather information, research/resolve inquiries using some level of independent discretion to appropriately resolve issues.
• Completes all follow-up and accurately tracks all tasks within established quality and response timelines.
• Assist with monitoring staff work assignments and allocation resources as needed to meet established service levels.
• Review and respond to testing and monitoring results.
• Assist with Policytech document creation and updates.
• Represent Bank Processing in meetings and on projects, specifically in support of the Agile process.
• Assist with business area New Hire Education classes and cross training of staff.
• Conducts quality reviews of staff work and provides coaching and feedback.
• Prepares standard team reports
• Assist with staff development by working with management to identify individual performance needs, develop performance improvement plan and execution.
• Works with management to identify enhancements to processes and procedures, makes recommendation for changes.

What you have:

• Minimum:
  Strong customer service skills, with the ability to establish and maintain strong relationships with clients. Excellent communication and interpersonal skills, with the ability to work effectively with colleagues and stakeholders at all levels. Strong analytical and problem-solving skills. Knowledge of industry trends, best practices, and regulations.
• Preferred:
  Bachelor's degree in Business Administration, Marketing, or a related field. 3 years of experience in customer service or account management, preferably in a technology or services industry.