Summary

The Customer Care Servicing Professional serves as a frontline advocate for borrowers, providing clear guidance, empathetic support, and effective problem solving across a wide range of servicing and account needs. In this role, the professional engages with customers in helping them navigate payment questions, account status updates, and solutions that keep their loans in good standing. The position blends strong customer service skills with collections awareness to ensure timely resolutions, regulatory compliance, and a positive borrower experience.

This role is ideal for someone who thrives in a metric driven environment, communicates with confidence and care, and brings a steady approach to complex or sensitive account situations. The Customer Care Servicing Professional plays a key part in upholding service standards, strengthening customer trust, and supporting our mission to deliver transparent and responsible loan servicing.

Essential Functions

• Handle inbound and outbound borrower interactions related to account status, payment questions and general servicing needs.
• Support customers with payment arrangements, hardship discussions and steps to keep accounts in good standing, applying effective collections practices.
• Identify past due accounts, review loan history and partner with customers to bring accounts current while following all applicable policies and regulations.
• Assist with servicing tasks including payment research, post funding inquiries, document questions, account maintenance and correspondence processing.
• Encourage adoption of autopay and electronic payment tools and guide customers through available digital resources.
• Identify opportunities to guide customers toward tools, programs or account options that support long term success and stronger account performance.
• Meet performance goals tied to service quality, productivity, right party contact and resolution outcomes.
• Document all customer interactions accurately and maintain complete records of account status, delinquency and arrangements.
• Provide a customer experience focused empathy, clarity and problem solving.
• Support escalations and collaborate with peers and leadership to resolve complex borrower situations.
• Ensure compliance with federal, state and local servicing and collections requirements as well as internal policies.

Qualifications and Skills

• Bachelor’s degree or equivalent related work experience required.
• Experience working with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and Access) required.
• Minimum three years of experience in customer service or collections.
• Proven ability to demonstrate patience, empathy and attentive listening while meeting service expectations.
• Strong research, analytical, and problem-solving skills.
• Excellent critical thinking and decision-making abilities.
• Detail-oriented and self-motivated with the ability to manage multiple priorities in a fast-paced environment.
• Professional and articulate communication skills. (written and verbal)
• Bilingual (English and Spanish) skills a plus.
• Must successfully pass a comprehensive background check per client requirements.
• Must be authorized to work permanently in the United States. (Sponsorship is not available now or in the future.)

Work Environment

This job operates in a hybrid setting, splitting time between professional office environment and remote home office set up. In both scenarios, this role routinely uses standard office equipment, including electronic keyboard, mouse, and telephone.

• Office Call Center: When in the office, the environment is a typical call center within a professional office setting. This includes working alongside other team members in a structured setting, which may involve background noise and the necessity for cooperative and coordinated team interactions.
• Remote Home Office: When working remotely, the employee is expected to maintain a dedicated and quiet workspace free from distractions, mirroring the professional standards of the call center environment. Employees must ensure a reliable internet connection and the capability to securely access company systems.

Both environments require the ability to maintain high productivity and consistent communication standards. The company may provide specific guidelines on the home office setup to ensure compliance with security and performance requirements.

Physical Demands

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this role. This position is primarily office based and extensively involves telecommunications.

• Voice Clarity and Communication: Regular use of a clear, articulate, and professional speaking voice essential for effective customer communication. This role requires continuous verbal interactions, making the ability to speak clearly and intelligibly a fundamental job requirement.
• Prolonged Sedentary Work: Employees will typically spend extended periods seated, engaging in telephone conversations and computer work. Comfort with prolonged sitting and screen use is necessary.
• Repetitive Hand and Wrist Motions: Frequent use of hands and wrists for typing and navigating computer systems is required.
• Occasional Lifting: Employees might need to lift and handle office supplies up to 20 pounds occasionally.

These requirements are considered essential for the performance of this job’s duties. In cases of medical limitations affecting these abilities, the necessity of performing these essential functions will be a consideration in evaluating reasonable accommodations and determining the appropriateness of medical certification for return to work.

Position Type/Expected Hours of Work

This is a full-time position; extended work hours and/or overtime may be required as dictated and/or approved by management and business needs.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.