Specialist, Collections

Position Overview

The Specialist, Collections at Sallie Mae is responsible for performing collection activities to recover losses from assigned accounts. This role focuses on delivering a world-class customer experience while engaging with customers to secure commitments for payments on past due accounts. The position requires effective communication, empathy, and negotiation skills to build meaningful relationships with customers and understand their financial situations.

Key Responsibilities

• Perform collection activities to recover losses from assigned accounts.
• Deliver a world-class customer experience while gaining commitments from customers to make payments on their past due accounts.
• Initiate contact with customers via telephone through inbound and outbound calls.
• Document all activities including communication records, payments, and repayment option enrollments.

Required Qualifications

• High school diploma or GED required; some college coursework in business-related fields preferred.
• Experience in customer service and/or collections-related roles.
• Ability to demonstrate empathy while being assertive to achieve required outcomes.
• Strong interpersonal, communication, and listening skills.
• Excellent negotiating, probing, influencing, and resourcefulness skills.

Preferred Qualifications

• Some college education preferred.
• Experience with Microsoft Office Suite.

Benefits & Perks

• Wellness program
• Paid parental leave
• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Work from home options
• Employee assistance program
• Vision insurance
• 401(k) matching
• Volunteer time off
• Life insurance
• Pet insurance