• Student Loan Counselor

    Job Location(s) US-IL-Rolling Meadows
    Posted Date 2 weeks ago(6/5/2018 2:57 PM)
    Job ID
    i3 Group
    Customer Service/Collections
  • Overview

    The Student Loan Counselor (SLC) provides quality customer service for student borrowers in helping them understand their rights and responsibilities as it relates to the management of their student loans. In addition, Student Loan Counselors shall initiate conference calls to servicers and lenders to resolve legitimate repayment options for student borrowers. Ultimately, Student Loan Counselors are evaluated on their ability to attain monthly minimum cure expectations and provide best in class quality customer service.


    Job Details:

    • This is a full-time, permanent position.
    • Base pay is $15.00 per hour.
    • Eligible to receive a monthly bonus based on production.
    • 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 one of the following:
      • Monday & Tuesday, 8am - 5pm
        Wednesday & Thursday, 11am - 8pm
        Friday, 8am - 5pm
      • OR Monday & Tuesday, 11am - 8pm
        Wednesday & Thursday, 8am - 5pm
        Friday, 8am - 5pm


    • Meet monthly individual cure goals.
    • Adhere to work schedule as outlined by the Unit Manager.
    • Adhere to FMS/i3 Attendance Policy as outlined in the Employee Handbook.
    • Confer with student borrowers by telephone advising them of options available in handling their student loans.
    • Locate student borrowers and update accounts as needed with current demographic and personal information including address updates and contact information.
    • Initiate conference calls to servicers and lenders to resolve legitimate repayment options for the student borrowers.
    • Maintain consistent production while providing quality customer service care.
    • Follow work standards to meet and exceed Key Performance Indicators.
    • Ensure compliance of Federal and State laws, FMS/i3 policies and procedures and client SOW.
    • Perform other duties as directed by the Unit Manager.


    Experience and Education Requirements:

    • High School Diploma or GED required
    • Outbound call center or metric driven sales experience preferred
    • Proven tenure in a metric driven role preferred


    Skills & Attributes:

    • Customer Service oriented
    • Comfortable in a production driven environment
    • Self-starter and driven
    • Ability to overcome objections


    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.
    • 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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