Default Resolution Specialist (Government Services)

US-IL-Buffalo Grove
2 weeks ago
Job ID
Customer Service/Collections


Default Resolution Specialists (DRS) are responsible for locating and notifying borrowers of their defaulted student loans primarily through mail, telephone, or skiptracing sources (i.e. internet) in order to resolve their obligations using various programs available under the U.S. Department of Education Contract. In addition, they will perform the following activities on all ED accounts assigned to FMS: i) negotiate resolution of outstanding student loan debt; ii) provide customer service in accordance to the U.S. Department of Education Contract; iii) skiptrace to locate borrowers; and iv) update records and document activity on FMS' INTELEC Collection System.


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


  • Attain all Key Performance Indicators (KPI's) and monthly performance goals (i.e. Frontline fees and Rehabilitation Setups & Dollars) as determined by Management.
  • Adhere to FMS' Attendance Policy as outlined in the Employee Handbook.
  • Contact borrowers by telephone to negotiate payment in full or best qualifying program to resolve delinquent accounts with the U.S Department of Education contract.
  • Strive for zero (0) complaints and/or lawsuits.
  • Locate and notify borrowers of delinquent student loan accounts by mail or telephone.
  • 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 including the recording of address changes and purging of deceased borrower records.
  • Provide quality customer service to minimize complaints and exposure to legal actions.
  • Adhere to the FDCPA, Privacy Act, and all federal and state laws governing the 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.
  • Perform other duties as assigned by the Default Resolution Unit Manager.


Experience and Education Requirements:

  • Associate's degree
  • One (1) year of experience required.
    • Candidate may substitute two (2) years of relevant experience either in 3rd party account receivables, sales or customer service in a call center environment.



  • Able to interact and communicate effectively with borrowers and 3rd parties in a professional manner.
  • Able to solve complex problems and provide solutions in communicating with borrowers.
  • Able to work independently and handle multiple tasks while maintaining personal work standards.
  • Able to work in a team environment.


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 conditions are normal for an office environment.
  • Must work a minimum of 40 hours per week consisting of 2 late nights per week. DRSs may work other schedule requirements based upon the need of the department or may change based on management's discretion.


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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