Team Leader of Borrower Counseling

Team Leader of Borrower Counseling

Job Summary:

Under the direction of the Supervisor of Borrower Counseling, the Team Leader is responsible for all duties assigned to a Borrower Information Specialist as well as coordination of activities for a Borrower Counseling team.  The Team Leader of Borrower Counseling is responsible for advising borrowers of their repayment options with the objective of preventing delinquency which may lead to default. As a Team Leader, they will provide coaching and training to Borrower Information Specialists assigned to the team.  The Team Leader will motivate team members and promote a positive and professional call center environment. 

Essential Functions:As a Borrower Information Specialist, advise borrowers of their repayment options with the objective of preventing delinquency which may lead to default. Execute borrower contact in support of custom communication campaigns that are focused on information dissemination and repayment education. The communication campaigns are targeted towards borrowers who meet specific conditions and/or to support ASA’s industry partners.  Includes telephone or written contact with borrowers, managing case load assignments, maintaining borrower data integrity, recording campaign results, and providing recommendations concerning any trends or behaviors related to outreach activities.  Lead case load assignments within performance requirements including timely and accurate follow-up with an individual borrower. Meet individual performance goals, and contribute to team and department performance and revenue goals.Monitor team member schedules to ensure continuous phone coverage.  Monitor individual team member performance in coordination with the Supervisor and Quality Control Analyst to ensure compliance with government regulatory, corporate, divisional, and department standards.  Collaborate with other team leads to identify training needs and develop best practices for the department.Provide recommendations, and identify trends or behaviors related to communication with borrowers that may be utilized to enhance existing or future campaign parameters.

Qualifications:Bachelor’s degree or equivalent experience is requiredMinimum 3+ years experience in a high volume call center environment; financial services or higher education industry experience a plusProficiency in Microsoft Office applications; experience with Access a plus