Student Outreach and Support Counselor I - Trellis Company

Who you are:

You are one who will be a part of a call center team within the Project Success department that assists students and student borrowers with issues related to student persistence in college and student loan repayment. The team is also responsible for conducting outbound and inbound communication with current and former students who have borrowed federal student loans who attend or attended schools with whom Trellis has an agreed relationship to offer student assistance.

The Student Outreach and Support Counselor I will participate in communication campaigns to students and borrowers, primarily through phone calls. The Counselor will counsel borrowers on obligations and options with federal direct student loans, during the grace period, and at points where the loan is past-due and at risk of default. The counselor will also participate in call campaigns to students on topics such as re-enrolling in college, completing steps to stay enrolled, and other messages designed to lead to graduation. The counselor may participate in other specially developed call scripts that help increase college participation, persistence, or student loan repayment.

Who we are:

Trellis Company is a 501(c)(3) nonprofit 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 Company 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 solutions along the way, we have invested in improving student success programs through numerous partnerships with colleges, universities, and research groups. Through these partnerships, we continue to support the improvement of student outcomes, especially to underserved students, families, and institutions.

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.

• Participates in high volume outbound and inbound call campaigns based on assigned call lists.
• Adheres to approved call scripts and compliance guidelines.
• Provides consistent high-quality customer service to borrowers.
• Assists with e-mail and text message communication using approved methods and technologies.
• Logs outcomes of calls and maintain data as directed by department management.
• Escalates problems related to borrower contact, privacy concerns, or other issues.
• Maintains knowledge of Federal Direct student loan programs, borrower benefits, and changes to the program.
• Maintains working knowledge of college enrollment fundamentals such as Free Application for Federal Student Aid (FAFSA) completion, FAFSA verification, registration, student tuition and fee payments, and student stop-out and drop-out dynamics.
• Maintains knowledge of Trellis and college privacy regulations to ensure the privacy of students and student borrowers.
• Participates in training and other learning opportunities to ensure compliance and expand knowledge of company, position, and process.

Non-Essential Duties and Responsibilities:

• Assists with training support of new employees and internal/external customers.
• Performs all other duties and responsibilities as assigned.
• Must be available to work flexible hours.
• Supports other functions and responsibilities of the department.

Knowledge, Skills, and Abilities:

• Strong communication, numerical, analytical, critical thinking, and decision-making skills.
• Adapts to change, prioritizes, and handles multiple tasks within prescribed timeframe and performance standards.
• Knowledge of using Microsoft Office products.
• Resourceful self-starter and goal oriented.

• Effective time management and prioritization in a multi-tasked job.
• Knowledge in multidiscipline areas including, but not limited to, collections and negotiations.
• Maintains a positive disposition on high volume phone calls for several hours per day.
• Follows approved operational guidelines, scripts, and escalation procedures.
• Uses sound judgment to make good customer service decisions.

Qualifications:

Education

Required:

• High school diploma or equivalent required.

Preferred:

• Associate degree or higher preferred.

Experience

Required:

• One (1) year of call center, student service, student loan, or other customer service context experience required.

Physical and Mental Demands:

• Regularly must move about inside the office or external locations.
• Repetitive motion. Regularly operates a computer, phone, and general office equipment.
• Regularly uses hands/fingers to handle, feel, or grasp; reaches or extends arm(s) in any direction.
• Hearing and speaking. Regularly talks with other employees and on the phone, virtually, or in person. Regularly uses hearing to listen and respond to 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 a great deal of mental effort, focus and exchange detailed and accurate information through oral and written communication. Concentration and self-direction are required.

Work Environment:

• Work may be conducted remotely or in an office with a surrounding small cubicle environment.
• Work environment is climate controlled with no substantial exposure to adverse environmental conditions.
• Work culture is team-oriented, fast-paced, high-energy and a changing 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.