Manager, Borrower Account Services

Manager, Borrower Account Services

Full Time Regular Management Round Rock, TX, US

3 days ago Requisition

Salary Range: $85,913.00 To $ Annually

WHO WE ARE:

Trellis Company is a nonprofit 501(c)3 corporation focused on helping people leverage the power of post-secondary education and learning to improve their quality of life and the communities where they live.

For more than 40 years Trellis has served as a student loan guarantor, helping to provide trusted guidance and services that help student borrowers successfully repay their federal loans. In addition to pioneering several technologies and services along the way, we have invested in improving student success programs through numerous grants to colleges, universities, and research groups.

Today we have expanded our services beyond higher education to include working with employers and community organizations who are focused on aligning the dreams, goals, and skills needs of employees and employers. Connecting these resources and learning pathways together with our expertise in improving student outcomes helps us all to create better and more predictable futures for those we serve.

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!

JOB SUMMARY

Responsible for managing day-to-day operations of the Borrower Account Services Recovery teams and directly managing supervisors. Responsibilities include all functions related to collection / recovery of borrower accounts, education to borrowers of various repayment options and accuracy and tracking of borrower financial data and documentation as required by regulations. Participates with management to ensure that the department meets the goals set forth and provides the necessary leadership to achieve those goals.

Ensure compliance with the following Laws, Regulations and Acts:
Federal Family Education Loan Program (FFELP), Fair Debt Collection Practice Act (FDCPA), Fair Credit Reporting Act (FCRA), Federal Privacy Act (FPA), Federal Trade Commission (FTC), Federal Communication Commission (FCC), Telephone Collection Practice Act (TCPA), as well as corporate policies and procedures.

Recommend operational strategies concerning how these requisites affect the department and how these will aid in meeting the goals of Operations Administration. Administer the teams' contests/incentive plans and ensure crediting complies with the departmental and corporate policies. Maintains and promotes outstanding customer service levels.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

• Operations and Performance Monitoring:
  • Monitor daily operations and performance of the Borrower Account Services Recovery teams.
  • Plan, create, and implement effective collections campaigns to achieve corporate and departmental objectives.
  • Strategize how to effectively work a high-volume base with periodic changes in program regulations.
  • Achieve daily, monthly, and annual revenue objectives to meet performance targets.
  • Collect and analyze data, preparing daily and monthly summaries and contests/incentive reports to communicate progress toward departmental goals.
  • Ensure quality controls are in place to perform QC reviews and identify risks, monitor compliance with policies, and take corrective actions.
  • Ensure appropriate corrective actions are taken when goals are not being met.
• Borrower Recovery, Revenue, and Regulatory
  
  Activities:
  
  
  • Gain optimum recovery revenue by collecting on defaulted FFELP loans.
  • Increase revenue via Rehabilitation, Consolidation, payment plans, and Administrative Wage Garnishment (AWG).
  • Direct borrower recovery activities, educating borrowers on repayment options, rehabilitation, consolidation, regular payment schedules, compromise, paid-in-full solutions, and ensuring the accuracy of tracking, reviewing, and approving financial data to meet regulatory and revenue goals.
  • Shared responsibility with Operations Management of skip trace processes monitoring results and making improved changes.
  • Work with AMS to handle borrower and employer escalations for proper resolution.
  • Resolve borrower issues and complaints, including negotiation with escalated borrowers.
  • Assist in preparing responses to borrowers and/or legislative complaints.
  • Ensure staff determines appropriate courses of action for accounts and makes decisions in extraordinary circumstances.
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  • Assist with preparation for and attend AWG hearings.
• Employee…