Posted: Monday, March 13, 2017 7:20 PM
Sallie Mae has helped more than 34 million Americans pay for college since 1972. With more than 40 years of experience, Sallie Mae offers a wide range of private education loans, retail bank products, insurance products, and other education-related services to help families save, plan, and responsibly pay for college. The same passion we have for helping customers is applied to helping our employees achieve professional and personal growth. At Sallie Mae, you will have the opportunity to apply your experience and build a career path that will unlock your potential. With a wide range of opportunities available, we invite you to join our growing team and help students make their dreams of higher education a reality. Start your career search today. Position Summary: Responsible for providing quality customer service and accurate information about borrower accounts, programs, policies and processes. Answer inquiries from customer, potential customers, financial and educational institutions, business partners, internal customers and others. Process telephone requests for loan pre-approval and communicate decision to the applicant. Maintain knowledge of comparable and competitor products. Respond to email and written inquiries. Responsible for the maintenance of existing accounts. Must research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established servicing and origination guidelines. Individuals in these positions may be focused on one or more of these activities: Financial Adjustments, Status Adjustments and Customer Communications. Key Responsibilities: Customer Service Answer incoming calls Report Conditions affecting customer satisfaction Perform timely and accurate follow up on account inquiries Provide accurate information on student loan programs offered Demonstrate strong problem resolution skills Solid organizations and communication skills with a strong attention to detail Escalate reports of exceptional service and complaints Training and Development Complete core corporate training and develop solid knowledge of systems Self-motivation to consistently improve knowledge to advance service capabilities Maintain knowledge of all Servicing policies and procedures Keep all training documentation organized and remain aware of new information Operate within compliance policies and procedures Processing Account analysis Perform manual research of accounts Record comments clearly Process and update loan applications on system Make outgoing calls to applicants and borrowers Ensure updates to the database are complete and accurate Be proficient in all systems necessary to provide effective customer service Other Job Functions Other duties as assigned Assist in other business areas as needed Accurately track all work completed Individual/Time Management Meet or exceed department standards for productivity and quality Demonstrate flexibility and team-oriented attitude to support the business (overtime, travel, etc.) Identify system issues and process improvements Education: High School Diploma or Equivalent. Experience: 1-2 years-experience as a Servicing Specialist or 5 years external financial and/or customer service background. Knowledge, Skills and Abilities: Excellent oral/written communication skills. Demonstrated ability to effectively and accurately identify customer need to streamline customer response. Ability to handle routine and sometimes complex customer services inquiries with limited supervision. Familiarity with Microsoft applications with emphasis on Word/Excel. Demonstrated ability to effectively manage multiple tasks in a time-sensitive, fast-paced environment. Attention to detail, results oriented.
• Location: Indianapolis
• Post ID: 22337728 indianapolis