Client Relations- Collection Manager-Knoxville Onsite

Description

General Purpose of Job

The Collection Manager is responsible for monitoring and improving the performance of the student loan portfolio to promote successful repayment outcomes. This position develops, implements, and evaluates strategies to prevent loan delinquency and defaults. Key responsibilities include tracking and managing loan delinquencies, collaborating with leadership to oversee existing default prevention initiatives, and driving the development of new strategies. The manager will lead borrower communication efforts across multiple channels, ensuring that students are informed about their loan status, repayment options, and available resources. This role requires a proactive, data-driven approach to customer engagement and a commitment to helping borrowers navigate their financial obligations effectively. The Collection Manager will leverage subject matter knowledge on new opportunities to perform job duties whether it is by automation or by implementing a different method in work completion. This employee will work closely with the Client Relations Leadership team, Workforce Management, E-business, Fiserv, FSA, and Compliance.

Duties and Responsibilities (Daily and Monthly)

• Maintain a positive work atmosphere by behaving and communicating in a manner so that you get along with customers, co-workers, and management.
• Monitor and analyze the performance of the student loan portfolio, identify trends, and opportunities for improvement.
• Track and manage loan delinquencies, proactively identify early-stage delinquencies, and initiate corrective actions to prevent further escalation.
• Collaborate with leadership and relevant departments to establish and assess key performance indicators (KPIs) and other success metrics.
• Evaluate processes and identify efficiencies whether it involves automation or a better method of execution.
• Oversee borrower outreach efforts through various communication channels, including phone, email, and text.
• Develop and maintain comprehensive reports and dashboards that track portfolio performance, borrower engagement, and default prevention outcomes.
• Work closely with cross-functional teams including Client Relations Leadership, Workforce Management, E-Business, Fiserv, FSA, and Compliance to ensure seamless coordination of efforts and alignment with organizational objectives.
• Evaluates processes and identifies efficiencies whether it involves automation or a better method of execution.
• Develops process flows and procedures, creates and maintains dialer related reporting, and demonstrates effective communication with multiple departments and levels of management.
• Analyze requirements and develop strategies to optimize dialer operations while ensuring compliance with regulations. Focus on efficiently managing customer interactions, including but not limited to contact rate, handle time, and best time to contact, while remaining up to date on federal guidelines and internal policies. Common Manual and Edfinancial rules and regulations.
• Oversee skip tracing processes in order to maintain Compliance with USDS regulations.
• Review and respond to requests from clients and departments outside of Client Relations.
• Remain up to date on CLASS/CARES enhancements and changes to determine best practices.
• Adhere to the Edfinancial Employee Handbook.
• Attend meetings and provide business/department updates.
• Type data into required systems with both speed and accuracy.
• Be proactive and discuss with management strategies to improve job performance.
• Read the training materials and utilize resources provided by departments and companies.
• Maintain confidentiality.
• Other duties as assigned by management.
• All employees are expected to represent the company and its interests in a positive, professional manner inside and outside of the corporate environment.

Requirements

Educational Requirements

• Bachelor’s Degree Preferred

Computer Skills

• Data Entry
• Customer Service
• Excel

Additional Requirements:

• Excellent oral, grammatical, written, and multi-tasking skills.