Customer Outreach Representative
Customer Outreach Representative
Position Description Great Lakes Educational Loan Services Corporation Position Title:
Customer Outreach Representative Division:
Servicing Operations Department:
Borrower Services – Customer Outreach Reports To:
Supervisor – Borrower Services
Purpose of Position
Under the direction of the Borrower Services Supervisor, effectively and efficiently counsel and persuade borrowers to maintain their student loan account(s) in good standing. Handle inbound and outbound telephone calls in accordance with federal regulations, corporate/department objectives, procedures, and guidelines. As assigned as a bilingual representative, handle Spanish line calls and related activities. Essential Functions
1. Actively participate in the retention and attainment of servicing account volume through the consistent delivery of excellent internal and external customer service.
2. Communicate with student loan borrowers/endorsers using the Borrower Services call model, department policies and procedures, and online tools. Identify the reason(s) the borrower is having or may have difficulty maintaining their student loan account in good standing. Present solutions that are suited to the borrower’s situation, with an emphasis on long term solutions.
3. Effectively counsel borrowers/endorsers. Share critical information regarding their rights and responsibilities, the benefits of maintaining their account in good standing, and the consequences of default. 4. Verify and obtain new demographic information during contacts with borrowers and others.
5. Secure the information and documentation necessary to qualify borrowers for payment plans, deferments, and forbearances.
6. Keep up to date with department policies and procedures.
7. Assist in the investigation of difficult and problem accounts. Followup and/or take the appropriate action to resolve the concern.
8. Initiate feedback to Borrower Services
Position Description Great Lakes Educational Loan Services Corporation Position Title:
Customer Outreach Representative Division:
Servicing Operations Department:
Borrower Services – Customer Outreach Reports To:
Supervisor – Borrower Services
Purpose of Position
Under the direction of the Borrower Services Supervisor, effectively and efficiently counsel and persuade borrowers to maintain their student loan account(s) in good standing. Handle inbound and outbound telephone calls in accordance with federal regulations, corporate/department objectives, procedures, and guidelines. As assigned as a bilingual representative, handle Spanish line calls and related activities. Essential Functions
1. Actively participate in the retention and attainment of servicing account volume through the consistent delivery of excellent internal and external customer service.
2. Communicate with student loan borrowers/endorsers using the Borrower Services call model, department policies and procedures, and online tools. Identify the reason(s) the borrower is having or may have difficulty maintaining their student loan account in good standing. Present solutions that are suited to the borrower’s situation, with an emphasis on long term solutions.
3. Effectively counsel borrowers/endorsers. Share critical information regarding their rights and responsibilities, the benefits of maintaining their account in good standing, and the consequences of default. 4. Verify and obtain new demographic information during contacts with borrowers and others.
5. Secure the information and documentation necessary to qualify borrowers for payment plans, deferments, and forbearances.
6. Keep up to date with department policies and procedures.
7. Assist in the investigation of difficult and problem accounts. Followup and/or take the appropriate action to resolve the concern.
8. Initiate feedback to Borrower Services