Manager, Borrower Account Services

WHO WE ARE:

Trellis Company is a nonprofit 501(c)3 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 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 services along the way, we have invested in improving student success programs through numerous grants to colleges, universities, and research groups.

Today we have expanded our services beyond higher education to include working with employers and community organizations who are focused on aligning the dreams, goals, and skills needs of employees and employers. Connecting these resources and learning pathways together with our expertise in improving student outcomes helps us all to create better and more predictable futures for those we serve.

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!

JOB SUMMARY

Responsible for managing day-to-day operations of the Borrower Account Services Recovery teams and directly managing supervisors. Responsibilities include all functions related to collection / recovery of borrower accounts, education to borrowers of various repayment options and accuracy and tracking of borrower financial data and documentation as required by regulations. Participates with management to ensure that the department meets the goals set forth and provides the necessary leadership to achieve those goals.

Ensure compliance with the following Laws, Regulations and Acts: Federal Family Education Loan Program (FFELP), Fair Debt Collection Practice Act (FDCPA), Fair Credit Reporting Act (FCRA), Federal Privacy Act (FPA), Federal Trade Commission (FTC), Federal Communication Commission (FCC), Telephone Collection Practice Act (TCPA), as well as corporate policies and procedures.

Recommend operational strategies concerning how these requisites affect the department and how these will aid in meeting the goals of Operations Administration. Administer the teams' contests/incentive plans and ensure crediting complies with the departmental and corporate policies. Maintains and promotes outstanding customer service levels.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

The position incumbent is expected to perform the following essential duties and responsibilities of the position with reasonable accommodation.

Borrower Account Services-Recovery

• Operations and Performance Monitoring:
  • Monitor daily operations and performance of the Borrower Account Services Recovery teams.
  • Plan, create, and implement effective collections campaigns to achieve corporate and departmental objectives.
  • Strategize how to effectively work a high-volume base with periodic changes in program regulations.
  • Achieve daily, monthly, and annual revenue objectives to meet performance targets.
  • Collect and analyze data, preparing daily and monthly summaries and contests/incentive reports to communicate progress toward departmental goals.
  • Ensure quality controls are in place to perform QC reviews and identify risks, monitor compliance with policies, and take corrective actions.
  • Ensure appropriate corrective actions are taken when goals are not being met.
• Borrower Recovery, Revenue, and Regulatory Activities:
  • Gain optimum recovery revenue by collecting on defaulted FFELP loans.
  • Increase revenue via Rehabilitation, Consolidation, payment plans, and Administrative Wage Garnishment (AWG).
  • Direct borrower recovery activities, educating borrowers on repayment options, rehabilitation, consolidation, regular payment schedules, compromise, paid-in-full solutions, and ensuring the accuracy of tracking, reviewing, and approving financial data to meet regulatory and revenue goals.
  • Shared responsibility with Operations Management of skip trace processes monitoring results and making improved changes.
  • Work with AMS to handle borrower and employer escalations for proper resolution.
  • Resolve borrower issues and complaints, including negotiation with escalated borrowers.
  • Assist in preparing responses to borrowers and/or legislative complaints.
  • Ensure staff determines appropriate courses of action for accounts and makes decisions in extraordinary circumstances.
  • :
  • Assist with preparation for and attend AWG hearings.
• Employee Management and Morale:
  • Monitor employees to ensure compliance with federal and state laws, regulations, and internal Trellis policies and procedures.
  • Resolve employee and borrower issues and complaints.
  • Evaluate team morale levels using on-the-spot and long-term motivational methodologies to keep staff focused and productive.

Financial, Budget, and Expenses

• Develop, implement, and reconcile budget.
• Effectively manage annual budgets for Borrower Account Services Recovery.
• Meet production and revenue performance standards.

General Management and Internal Processing

• Vendor and Workflow Management:

• Manage multiple service vendors for various aspects of the business, including contract administration, relationship management, and performance expectations.
• Strategize workflow, monitor progress for accuracy, and ensure goals are met.
• Maintain and monitor business continuity and disaster recovery plans.

• Collaboration and Strategy:

• Plan and implement operational strategies with the VP of Operations and Operations Management.
• Forecast and project departmental performance, working closely with Finance, including referral agencies, if applicable.
• Recommend letter/email communication flow and verbiage to promote borrower responsiveness,
• Collaborate with management within the Operations Administration division to enhance success and compliance.
• Provide feedback to the VP, Operations on processes and procedures, offering recommendations to improve performance.

• Staffing and Employee Development:

• Manage staffing, including hiring, training, coaching, touchpoints, and annual performance reviews.
• Communicate expectations and take corrective actions as needed.
• Monitor and promote high levels of customer service, especially concerning myTrellis borrowers.
• Encourage staff participation and employee engagement through training opportunities and process improvements.

• Systems and Risk Management:

• Test and evaluate new software/hardware products to improve efficiency and results.
• Identify system inefficiencies and create viable solutions.
• Serve as Subject Matter Expert (SME) on system enhancements, including workflow development and process improvements.
• Participate in risk management evaluations as requested.
• Identify AI and other technology efficiencies and provide input to designated AI users
• Support annual third party and other audits, such as ED and TWC.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform additional duties and responsibilities as assigned.
• Develop short- and long-range plans to establish and achieve departmental goals as they relate to corporate performance standards and assess corporate needs while developing objectives and work plans to meet them.
• Assist in evaluating and implementing process improvements, including the identification and evaluation of business requirements for new automated solutions where appropriate.
• Must be available to work flexible hours.
• Support other functions and responsibilities of the department.
• Interact with all levels of management, as necessary.
• Contribute to the development of strategic initiatives.

COMPETENCIES

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates strong management ability, interpersonal relationship skills and strong problem-solving and organizational skills.
• Excellent written and oral communication skills.
• Demonstrated ability to represent clients with integrity when dealing with internal and external customers.
• Requires a high degree of resourcefulness and creativity.
• Demonstrated ability to make professional and sound decisions.
• Ability to maximize limited resources to achieve ambitious and complex objectives, short and long-range goals.
• Ability to handle confidentiality and understand data sensitivity and the significant liability, risk and exposure if not managed properly.
• Competent knowledge of varied technology architectures and platforms, project and product management concepts, network, mainframe and internet systems and business user acceptance testing concepts.
• Competent and strong knowledge of appropriate policies, procedures, and federal and state laws and regulations.
• Thorough knowledge of FFELP regulations, FDCPA, FCRA, FPA, FTC, FCC, TCPA, Common Manual, and broad-based knowledge of Title IV loan programs required.
• Strong decision-making skills, and analytical / research skills.
• Strong negotiation and /or collection skills.
• Proficient with Microsoft Office products.
• Displays a self-starter attitude and is goal oriented.
• Rapidly and willingly adapts to change.
• Supports corporate strategy development, implementation and changes as requested.
• Supports organizational and cultural values.

QUALIFICATIONS

Education

Required:

• Bachelor's degree
• Experience in a management capacity in customer service, collections, compliance, or highly regulated field may substitute for the education requirement on a year for year basis.

Experience

Required:

• Six (6) years’ proven management experience, preferably with a large collection or financial organization.
• Minimum five (5) years’ experience in the administration of the student loan program or similar financial environment.

 Preferred:

• Collections industry experience and thorough knowledge of the FFELP programs is preferred.
• Experience in quality control and budgetary planning preferred.

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.

COMPENSATION AND BENEFITS

• Base Salary: $ 85,913.00-$132,174.00. 00 per year (commensurate with experience)
• Corporate Annual Incentive: This position is eligible for a corporate annual incentive, subject to the discretion and approval of the Board of Directors.
• Paid Holidays: 12 holidays per year 
• Comprehensive benefits package including health, dental, vision, and retirement plans.

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.