Customer Advocacy Team Specialist

Looking to build-on or start your career with a financial industry leader? This is an opportunity, when excelled at, has proven to lead into various career paths throughout the organization.

Looking to continue your education? You will also be rewarded for successfully completing college level credits towards a college degree with the assistance of a $12,000/year tuition reimbursement program.

Position Overview:

MOHELA (Missouri Higher Education Loan Authority), a nationally-recognized leader in student loan servicing, is currently seeking results oriented and individuals to work in a highly professional and fast-paced environment as Customer Advocacy Team Specialists in Lincoln, NE remotely. CAT Specialists efficiently and accurately research and respond to escalated inquiries regarding student loan accounts.   They will research and collaborate with various departments in order provide the best possible resolution to escalated situations.   They will Identify and prevent future escalations for scenarios already encountered. Parties of contact include but are not limited to borrowers, lenders, schools, references, co-signers, 3rd parties, borrower legal representation, guarantors, ombudsman, FSA personnel, BBB, CFPB, and congressional staff.

Training:

New Hires will be well-trained to understand federal policies and regulations while learning how to offer a personalized interaction to meet the unique needs of each student loan borrower serviced. Must be able to attend and complete training

Hours of training are 8am - 5pm, Monday – Friday.

Hours After Training:

MOHELA has a variety of shift options including both day and into the evening. Our hours of operation are 8am-9pm Monday through Thursday, 8am-5pm Fridays. We will be hiring individuals who can work overtime and our weekday shifts begin at 8am, 9am, 10am, 11am, and 12pm except for Fridays which start at 8am. Once training is completed, you will have the opportunity to bid on your desired shift. In the future you may bid for other shifts.

At times, business needs may not allow for much notice resulting in staying late, shortening lunches to 30 minutes, coming in early the next day, or some Saturday mornings. Must be able to work scheduled hours, which may include mandatory overtime.

MOHELA Offers Excellent Employee Benefits:

• Tuition Reimbursement up to $12,000 per year after 3 months
• Dependent child college tuition reimbursement after 3 months
• Medical Dental and Vision coverage within 1 month
• 401(k) with dollar for dollar match up to 8% of salary at 6 months
• Paid Time Off and Vacation
• 7 Paid holidays
• 4 Paid personal holidays
• Opportunity for advancement (most employment vacancies are filled internally)

Additional Incentives:
Earn $2500 within 60-90 days, plus an additional $150/biweekly for opting-out of MOHELA’s medical plan. (must show proof of being insured by another group medical plan).

What You Will Be Doing

1. Communication-  Communicate with team members to ensure that all the department tasks and projects are operating efficiently and cohesively. Communicate professionally with all levels of staff and management and all internal and external contacts.  Respond to account inquiries via phone and written correspondence complying with all Federal, State and internal guidelines and policies Demonstrate empathy and understanding when responding to borrower situations. Utilize fact-finding questions to determine the necessary course of action. Educate the caller to effectively manage their student loan and provide accurate account information gained through a strong student loan knowledge base.
2. Account Research/Analysis/Resolution/Final Review- - Respond to agency wide requests regarding complex problem accounts which cannot be resolved through normal representative  activity. Specialists are required to advocate for each and every caller. Analyze individual and/or a list of accounts to identify and resolve discrepancies which may require collaboration with other internal departments or external partners of MOHELA to complete the final review evaluation process. Make recommendations to help improve our level of service. Also track and compile data to help identify gaps and make recommendations to prevent future escalations and improve borrower satisfaction. Also may be required to work various call campaigns or projects at once.
3. Delinquency Resolution and Default Prevention- Demonstrate effective delinquency resolution techniques when responding to incoming or outgoing calls to assist MOHELA in reducing the delinquency portfolio and recovery costs. Readily demonstrate the knowledge to make decisions to assist the borrower through fact-finding questions, and choose the most logical and beneficial resolution. In high delinquency situations utilize strong collection techniques to support all on-going collection efforts while attempting to reduce MOHELA and its partner’s cohort default rate issued by the Department of Education and the CashLoan default/delinquency rate.
4. Assist Line- The purpose of the Assist Line is in place to manage incoming Call Center Representatives' inquiries regarding borrower accounts. All Assist Line requests will come through an identified number for tracking purposes and will allow a designated CAT Specialist to focus on this task. The CAT Specialist assigned to this bucket will research and analyze each account to provide the representative with accurate information. Provide exceptional internal customer service and treat the Call Center Representative as they would treat a borrower.  Provide the  Call Center Representative the tools and the means of how to find the answer. 
5. Forbearance Approval: Field calls from the Contact Center to evaluate and approve additional forbearance requests. Must be able to provide exceptional customer service to present MOHELA in the best way possible.
6. Escalated Call Handling: Field escalated caller issues with tact and professionalism, while representing MOHELA in positive image. Display empathy, sensitivity, and understanding when dealing with sensitive situations. Specialists will also back up our Specialty Servicing Loan programs in taking phone calls and fielding escalations as needed

What Experience You Will Bring:

• Outstanding Attendance and Punctuality
• Ability to Provide Excellent Customer Service
• Strong Verbal and Written Communication skills
• Excellent Time Management and Multi-tasking Skills
• Strong Computer Skills
• Must Possess a Friendly and Professional Speaking Voice and Patient Demeanor
• Must NOT be in default on any federal student loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
• Must be able to obtain a Federal 5C Security Clearance after hire

To build a diverse workforce, MOHELA encourages applications from individuals with disabilities, minorities and veterans. We are an EEO/AA Employer. We do not discriminate in hiring on the basis of race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, protected veteran status, or any other characteristic protected by federal, state or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by phone at 636-733-3700 ext 3571 (TDD: Dial 711) and let us know the nature of your request and your contact information

Requests for accommodation will be considered on a case-by-case basis.