Borrower Services DRS (Consolidation Specialist)

US-IL-Rolling Meadows
6 days ago
Job ID
Customer Service/Collections


The Borrower Services DRS is responsible for educating the borrower on the benefits and ramifications of consolidation. Additionally, the Borrower Services DRS is to follow up on all necessary documentation and payment discrepancies in efforts to assist the borrower in successfully completing the Consolidation Program.


Job Details:

  • This is a full-time, permanent position.
  • Base pay is $15.67 per hour.
  • Eligible to receive a monthly bonus based on production.
  • Benefits include PTO, medical, dental, vision, 401K, STD/LTD, and life insurance.
  • Eligible to receive SCA employee benefits.
  • Based on assigned team, weekly schedule will be one of the following:
    • Monday & Tuesday, 8am - 5pm
      Wednesday & Thursday, 12pm - 9pm
      Friday, 8am - 5pm
    • OR Monday & Tuesday, 12pm - 9pm
      Wednesday & Thursday, 8am - 5pm
      Friday, 8am - 5pm


  • Contact the borrower by phone to provide him/her with various repayment options including BIF, SIF and Consolidation
  • Contact and notify borrowers by telephone and mail of various events, requirements, and discrepancies that occur during the program, including credit card declines, insufficient funds (NSFs), and missing documents. Utilize skip tracing methods as needed, when contact by telephone and email are not successful
  • Service live transfers from other units within the company
  • Update records and account document activity, including borrowers financial status, demographics, and collection efforts associated with resolving their accounts
  • Verify direct check and credit card payments after reaching established tenure
  • Provide quality customer service to minimize complaints and exposure to legal actions, striving for zero complaints and/or lawsuits
  • Assist in training of new hires
  • Adhere to the FDCPA, Privacy Act, and all federal and state laws governing the industry
  • Adhere to the client Statement of Work standards and FMS guidelines and policies
  • Attain all Key Performance Indicators (KPIs) and monthly performance goals as determined by management
  • Maintain expert knowledge on loan types and rehabilitation approval requirements
  • Perform other duties as required


Essential Qualifications:

  • Organization and planning; ability to understand and determine priorities, effectively manage time and develop work plans in order to accomplish tasks and/or projects
  • Judgment and decision making; ability to apply general rules to specific problems to produce answers that make sense
  • Innovation and creativity; ability to generate and translate ideas, and adapt to change
  • Teamwork; effectively participate and contribute as a member of a work group
  • Communication; ability to clearly organize and effectively convey information
  • Strong active listening skills
  • Ability to work under pressure and meet specific deadlines


Education and Experience:

  • Associate’s degree preferred or equivalent work experience
  • One year of experience in 3rd party accounts receivables, sales or customer service in a call center environment


Language Skills:

  • Ability to read, write and speak English proficiently


Physical Demands: The physical demands describe here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

  • Specific vision requirements include the ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus
  • While performing the duties of this job, the employee is regularly required to talk and hear
  • Possess the ability to fulfill any office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer based work, participating in filing activity, lifting and carrying office supplies (paper reams, mail, etc.)
  • Frequently required to stand, walk, sit, use hands to feel, and reach with hands and arms
  • Occasionally lift and/or move up to 20-25 pounds
  • Fine hand manipulation (keyboarding)


Terms and Conditions:

  • Posting end date for this job is subject to change based on the discretion of the hiring manager.
  • This position is open to both external and internal candidates.
    • Current employees must follow the internal process in order to apply for this position. Deviations from the process may disqualify your application. Please contact Recruiting for more information.


Background Requirements:

  • Drug Test
  • Criminal Background
  • No Defaulted Student Loans
  • Security Clearance (Public Trust)
  • Background Investigation & Fingerprint Check
  • Male applicants born after 12/31/1959 must have registered for the Selective Service System.
    • For more information, visit the agency's website at
  • Sensitivity for this role is 5C.



FMS is an Equal Opportunity/Affirmative Action Employer


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