• Student Loan Counselor 4

    Job Location(s) US-IL-Rolling Meadows
    Posted Date 21 hours ago(5/21/2018 3:22 PM)
    Job ID
    i3 Group
    Customer Service/Collections
  • Overview

    The Student Loan Counselor (SLC4) is responsible for providing best-in-class customer service to all customers engaging with the iontuition platform. The SLC4 must provide clear communication (both verbal and written) while helping the customer navigate and utilize the website's various functions, understand their rights and responsibilities in managing their student loans, and make educated decisions regarding the various repayment and refinance options.


    Job Details:

    • This is a full-time, permanent position.
    • Base pay is $19.23 per hour.
    • Benefits include the following:

      • Up to thirteen (13) days of Paid Time Off during your first year
      • Six (6) holidays and four (4) floating holidays per year
      • Employee health benefits (medical, dental, vision), 401K, STD/LTD, and life insurance
    • Based on assigned team, weekly schedule will be the following:
      • Monday - Friday, varying schedules


    • Answer all inbound calls in queue in a timely and efficient manner
    • Provide timely and professional response to all written communication
    • Properly utilize ticketing system for technical inquiries with follow-up for customer resolution
    • Communicate with management and the iontuition point-of-contact in regards to necessary escalations
    • Update records with current demographic and contact information and accurately notate all interactions on all necessary platforms
    • Initiate conference calls to servicers to resolve legitimate repayment options for customers with Federal student loans when needed
    • Provide quality customer service, while maintaining consistent production minimum standards outlined by management.
    • Comprehend training material on a variety of topics and effectively share the new concepts and content.
    • Adhere to all federal and state laws governing the industry
    • Adhere to the client Statement of Work standards, and company guidelines and policies
    • Attain all Key Performance Indicators (KPIs) and monthly performance goals as determined by management
    • Perform other duties as required


    Experience and Education Requirements:

    • Bachelor’s degree preferred
    • One (1) year of experience in customer service, financial aid, sales, or 3rd party accounts receivables in a call center environment preferred
    • Working knowledge of Microsoft applications including MS Word, Excel, PowerPoint, and Outlook


    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
    • De-escalation: ability to address the concerns of displeased customers and utilize the interaction as an opportunity to provide a best-in-class customer experience
    • Innovation and creativity; ability to generate and translate ideas, and adapt to change
    • Training; ability to comprehend training material on a variety of topics and effectively share the new concepts and content with the user base
    • Satisfactory trouble-shooting skills and ability to identify when escalation is necessary
    • 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 independently in a fast-paced 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
    • Fine hand manipulation (keyboarding)


    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.

    • Internal office
    • The noise level in the environment is typically low to moderate


    Terms and Conditions:

    • Posting end date for this job is subject to change based on the discretion of the hiring manager.
    • Current Employees: Please make sure you are applying through the internal portal. The link should be listed on the SharePoint website under Careers. If you apply through this page, your application will be denied.
      • Please keep in mind that this position may only be opened to external candidates. Contact Recruiting for more information.


    Background Requirements:

    • Drug Test
    • Criminal Background
    • No Defaulted Student Loans
    • Employment and Education Verification
    • Professional References Required



    i3 is an Equal Opportunity/Affirmative Action Employer


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