Customer Support Counselor

Who You Are:

The Customer Support Counselor is responsible for contacting delinquent student loan borrowers, counseling them on their account status, repayment options and default consequences. The goal of the counselor is to educate borrowers on short- and long-term options and solutions to become successful in the repayment of their student loan(s). In addition, serves as Trellis’ front line contact center assisting Trellis borrowers and non-borrowers on a multitude of student loan related topics.

Who We Are:

Trellis Company is a nonprofit 501(c)3 corporation with the dual mission of helping student borrowers repay their education loans and promoting access in higher education. Our strong philanthropic heritage of giving through grants to colleges, universities, and research groups remains focused on improving student outcomes, especially to underserved students, families, and institutions.

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 counseling services to educate and inform borrowers regarding their account status, available options, and default consequences.
• Informs borrowers about the qualifications for all deferment types, forbearance options as well as the various repayment plan options, including Income Based Repayment.
• Verifies and updates borrower demographics and documenting account history with actions taken.
• Heavy telephone c ontact to ensure success of these endeavors may include borrowers, schools, lenders, secondary markets, servicing agents, and internal departments.
• Comprehensive knowledge acquired through applied training within the corporation.
• Accurately documents all activities to create an audit trail of work performed and update all required mainframe systems for subsequent action.
• Responds to borrower requests using pre-defined template to address the borrower’s question or need.
• Assists with training support of new and transferred team members.
• Maintains knowledge and proficiency in student loan relief and discharge programs, including familiarity with information posted to servicer and Department websites.
• Participates in training and other learning opportunities to ensure compliance and expand knowledge of company, position, and process.
  
  

Non-Essential Duties And Responsibilities:

• Maintains familiarity with written work procedures.
• Assists with special projects as assigned.
• Performs all other duties and responsibilities as assigned.
  
  

Knowledge, Skills, And Abilities:

• Knowledge of the Federal Family Education Loan Program, federal and state laws and regulations including but not limited to the Fair Credit Reporting Act, Fair Debt Collection Practices Act, TCPA, privacy laws, Trellis policies and procedures.
• Thorough knowledge of Teacher Loan and Public Service Loan Forgiveness programs required to respond to customers as these calls often require a preliminary determination.
• Strong customer service and communication skills.
• Strong typing skills and knowledge of Microsoft Excel and Access.
• Ability to adapt to changes, prioritize and handle multiple tasks within prescribed timeframe and performance standards.
• Knowledge in using Microsoft Office products, including TEAMS.
• Must demonstrate flexibility, sound judgment and decision-making skills.
• Must be a resourceful self-starter and goal oriented.
• Analyze all financial information to determine borrower customer eligibility for income driven repayment.
• Protection and security of borrower data.
  
  

Qualifications:

Education

Required:

• High School diploma or equivalent.
  
  

Preferred:

• Bachelor’s Degree, or two year’s office experience in loan servicing, collections, customer service or a student loan environment.
  
  

Experience

Required:

• One (1) year of experience in customer service, customer contact center, collections, loan servicing, or student loan environment. Education can substitute for experience as described above.
  
  

Preferred:

• Prior experience in working in a student loan servicing environment.
  
  

Physical And Mental Demands:

• Occasionally must move about inside the office.
• Repetitive motion. Regularly operates a computer, phone, and general office equipment.
• Regularly required to handle, feel, grasp objects, and reach across a work area.
• Regularly communicates with other employees and on the phone, virtually, or in person with clients. Regularly converses with internal and external contacts.
• Visual acuity. Regularly must have close visual acuity to view and enter information into computer and software systems, analyze data, develop presentations and reports, and other materials.
• Mental focus. Requires worker to maintain focus and exchange detailed and accurate information through oral and written communication.
  
  

Work Environment:

• Work may be conducted remotely or in an office with a surrounding small cubicle environment.
• Office work environment is climate controlled with no substantial exposure to adverse environmental conditions.
  
  

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.