Borrower Services DRS (Rehab Follow Up Specialist)

US-IL-Rolling Meadows
2 weeks ago
Job ID
Customer Service/Collections


Rehab Follow Up Specialists are responsible for retaining the rehab pipeline and guiding borrowers to completion of their repayment program. They contact and notify borrowers of various events, requirements, and discrepancies that occur throughout their program including but not limited to: credit card declines, NSFs, missing documents, reminder calls, and approaching completion of the program all while remaining within the guidelines of the FDCPA and Privacy Laws. Borrowers are contacted by mail and telephone; however when these methods are not successful for locating a borrower, skip tracing is a resourceful method that will be used. Rehab Follow-up Specialists must become experts on loan types and requirements for funding.

Job Details

Pay: $15.67 Per Hour + Bonus
Benefits: Medical, Dental, Vision & 401K
Schedule: Monday - Friday, 8am - 5pm || 2 Late Shifts Per Week, 12pm - 9pm


  • Meet monthly personal collection goals including Rehabilitation move-ups, saves, and letters and applications returned
  • Assist in training new hires
  • Adhere to FMS' Attendance Policy as outlined in the Employee Handbook
  • Strive for zero complaints/lawsuits with all borrowers serviced
  • Record and update account activity including borrowers' financial status, demographics, and collection efforts associated with resolving their accounts
  • Perform various administrative functions for assigned accounts and special projects including but not limited to address changes, adding tags, editing user defined pages, adding/editing phone numbers, adding/editing references, adding/editing payment schedules and assisting with rehab submissions
  • Adhere to FDCPA, Privacy Act, and all federal and state laws governing the collection industry and the U.S. Department of Education Collection Contract
  • Adhere to the U.S. Department of Education Statement of Work and all FMS' guidelines and policies
  • Verify direct check and credit card payments after two years of employment at FMS
  • Perform other duties as assigned by Unit Manager


To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience and Education Requirements:

  • Associates degree and one (1) experience required. Candidate may substitute two (2) years experience in 3rd party receivables or customer service in a call center environment.


  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Time Management - Managing one's own time
  • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents
  • Analytical skills – Ability to analyze various account requirements, loan types, and payment schedules
  • Computer literate


  • Able to achieve monthly production goals consistently.
  • Able to interact and communicate effectively with other team members in a professional manner.
  • Able to work independently and handle multiple tasks while maintaining personal work standards.
  • Able to manage time effectively in order to ensure assistance is given to team members.
  • Excellent skip tracing skills
  • Able to accurately count dates in order to maximize borrowers’ payment status using the 20 grace period granted by the client
  • Broad knowledge of DMCS2 and Intellec systems

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Working condition are normal for an office environment
  • Must work 40 hours per week
  • Must work 2 evening shifts per week and other schedule requirements based upon the need of the department.

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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