Collections Specialist/Contact Center

Position Overview

This role is responsible for assisting in student success through proactive and accurate account assessment and student finance advising. Managing a portfolio of approximately 850–950 students, you will guide students in making informed financial decisions while acting as a role model for the organization’s TEACH values and fostering a culture of CARE.

You will work in a contact center environment, collaborating closely with academic partners and other departments to research and resolve student financing issues.

Key Responsibilities

• Use discretion and independent judgment to analyze each student's situation and develop an individualized financial plan, continuously evaluating its effectiveness.
• Collaborate with other departments and functional areas to deliver an optimal student experience.
• Demonstrate and communicate detailed and accurate knowledge of University policies, Title IV, Military/Veteran’s Affairs, international and state regulations, ensuring students understand the value and rationale behind them.
• Assist students in making informed decisions by providing accurate and helpful student finance advice.
• Manage escalated student concerns and resolve issues in a timely manner while providing exceptional customer care.
• Identify opportunities for continuous improvement in existing processes and actively participate in the rollout of new initiatives.
• Attend meetings and contribute to organizational committees.
• Serve as a subject matter expert on all Title IV programs, policies, and procedures, ensuring compliance with federal and state regulations.
• Perform other duties as assigned and comply with all organizational policies and standards.

Required Qualifications

• Bachelor's Degree or comparable previous work experience.
• 1+ years’ experience in Higher Education.
• Knowledge of federal Title IV and state financial aid regulations; familiarity with associated processing procedures is a plus.
• Ability to work independently and as part of a team.
• Outstanding customer service skills with excellent interpersonal, mathematical, problem-solving, and organizational abilities.
• Proficiency in Microsoft Office, database, and internet applications.
• Ability to prioritize tasks to meet deadlines and ensure project completion.
• Self-motivated with a willingness to take ownership and quickly resolve complex issues.

Benefits & Perks

• Compensation: Expected salary range between $17/hr and $25/hr, adjusted based on experience, training, geographic location, and other job-related factors.
• Health, Dental, Vision, Life, and Disability Insurance
• 401k Retirement Program + 6% employer match
• 15 Days of Paid Vacation each calendar year
• 12 Paid Holidays plus 2 floating holidays

For more information on benefits, please visit: https://careers.adtalem.com/benefits