Loan servicing [h1.location_city]

Who you are :

Assist borrowers by negotiating and monitoring repayment arrangements serving the best interest of the Department of Education while considering individual borrower circumstances. Providing a high level of customer assistance by supplying detailed information pertaining to repayment and the various available programs in accordance with company policies and procedures, Fair Debt Collection Practices Act (FDCPA) laws, state privacy laws, treasury laws, Fair Credit Reporting Act (FCRA), Gramm-Leach-Bliley Act (GLBA), Telephone Consumer Protection Act (TCPA), Federal Family Education Loan Program (FFELP) regulations, and any other related regulatory compliance requirements.

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.

Our stability and vision create 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!

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!

Location :

The position is remote.

Essential Duties and Responsibilities :

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

• Provides borrowers and authorized 3rd party representatives with detailed information about available repayment programs and forgiveness / discharge options.
• Analyzes borrower eligibility for federal programs following internal and regulatory policies.
• Counsels borrowers to determine the appropriate program based on account eligibility, borrower's current financial situation, and their ability to repay.
• Counsels borrowers regarding the importance of repayment and the consequences of non-payment.
• Researches and responds to borrower and employer correspondence, via email, letters, and documentation.
• Adheres to and maintains current knowledge and compliance with FDCPA, (both State and Federal), Privacy Act, FCRA, GLBA, TCPA, and Health Insurance Portability and Accountability Act (HIPAA), as well as policies and procedures prescribed by governing agencies such as the Federal Communications Commission (FCC), Federal Trade Commission (FTC), and Consumer Financial Protection Bureau (CFPB).
• Monitors accounts to ensure repayment is initiated as agreed to by the borrower.
• Ensures compliance with all Trellis policies and procedures, scripts, and quality guidelines.
• Accurately enters all information into the account management system.
• Performs skip trace activity to gain location information.
• Prepares accounts for involuntary repayment, including Administrative Wage Garnishment, Federal Offset, and State Offsets as applicable. Includes direct communication with employers regarding existing garnishments.
• Effectively analyzes and manages assigned borrower work lists.
• Processes Consolidation Applications, Rehabilitation Agreements, Financial Disclosure Forms, and other requests.
• Initiates administrative forms and other information necessary for the borrower to satisfy selected program requirements.
• Actively protects and secures Nonpublic Personal Information (NPI), safeguard Personally Identifiable Information (PII), and Protected Health Information (PHI).
• Ensures borrowers are treated with the utmost respect and be mindful of customer interactions and the impact on both the Company and borrower.
• Assists other teams within Borrower Services with high priority and or unexpected high-volume tasks including but not limited to :

Processes refunds and miscellaneous transactions to comply with changes in borrower status, Federal Guidance and Trellis Procedures.

Non-Essential Duties and Responsibilities :

Knowledge, Skills, and Abilities :

Qualifications : Education

Required :

Preferred :

Experience

COMPENSATION AND BENEFITS

Physical and Mental Demands :

Work Environment :

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity or sexual orientation. We are also an equal opportunity employer of individuals with disabilities and protected veterans.

Please view Equal Employment Opportunity Posters provided by OFCCP.

We're currently hiring for the following shifts :

Monday-Friday, 8 : 00 AM - 5 : 00 PM Central Time.

Monday-Thursday, 10 : 00 AM - 7 : 00 PM Central Time; Friday, 8 : 00 AM - 5 : 00 PM Central Time.

Note : Occasional Saturday shifts may be required based on business demand.