Would you like to work for a growing company with ample opportunity to develop your career? Do you consider yourself a great collaborator with a passion for analytics? Do you believe your best work is still ahead of you? Do you want to make a living while also making a difference? Would you like to live and work in Austin, Texas, one of the country’s most innovative and exciting cities? If you answer yes to these questions, Loan Science may be the perfect fit for you.
Our value to both prospective and current clients is determined by our ability to deliver services that far exceed what traditional firms provide. Ideas are not hatched in silos. Our employees are challenged, and ultimately rewarded, based on the quality of their idea generation, successful execution of client-driven projects, and on their ability to work in a collaborative environment. To achieve our goals we foster a flat organizational structure not simply as a way to facilitate the flow of information and stimulate new ideas, but to better align our processes with that of our clients.
Job Title: Borrower Advocate
Reports To: Manager
Location: Austin, TX
- Assumptively identify responsible parties by telephone and resolve.
- Educate borrowers and co-borrowers about their payment obligation.
- Convey the consequences of non-payment to borrowers and co-borrowers.
- Create financial, administrative, and maintenance transactions.
- Identify reason(s) for delinquency.
- Support research and resolution of responsibility disputes.
- Support borrower and co-borrower service requests.
- Comply with applicable federal, state, and local laws and regulations; and with Loan Science’s policies and procedures.
- Use the highest standards of professional ethics and courtesy at all times.
- Active Learning -- Understanding the implications of new information for both current and future problem-solving and decision-making.
- Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Communication -- Interacting with others to convey and receive information effectively, including providing information to or getting information from customers, supervisors, and co-workers by telephone, in written form, e-mail, or in person in a manner appropriate for the audience.
- Coordination -- Adjusting actions in relation to others' actions.
- Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Documenting/Recording Information -- Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Establishing and Maintaining Interpersonal Relationships -- Develop constructive and cooperative working relationships with others, and maintaining them over time.
- Getting Information -- Observing, receiving, and otherwise obtaining information from all relevant sources.
- Making Decisions and Solving Problems -- Analyze information and evaluating results to choose the best solution and solve problems.
- Mathematics -- Using arithmetic and mathematics to solve problems.
- Negotiation –- Overcoming objections and motivating others to reconcile differences and reach the desired outcome.
- Persuasion -- Persuading others to change their minds or behavior using professional courtesy at all times.
- Reading Comprehension -- Understanding written sentences and paragraphs in work related documents and systems.
- Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do.
- Service Orientation -- Actively looking for ways to help people.
- Time Management -- Managing one's own time and respecting the time of others.
Knowledge and Experience
- Customer Service -- Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Clerical -- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
- English Language -- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Banking and Credit –- Basic knowledge of consumer banking and consumer credit, including the role of consumer credit reporting agencies, the relationships between borrowers, lenders, and regulators, and the types of documents generally required for a consumer loan.
- Education -- High School diploma required. College degree preferred.
- Experience -– 2 years of student loans in a call center environment. Collections experience is a plus.