As a Collections Specialist (Shift : 5 PM to 2 AM) you will be the first point of contact and voice of the company to interact with delinquent borrowers. You will help in growing and nurturing customer relationships on every interaction that results in measurable customer value, while finding resolutions for their loan and payment related concerns. Your focus will be to deliver a superior servicing experience for each and every interaction with our borrowers. This includes, but is not limited to :

- Initiating outbound phone calls and email correspondence for delinquent borrowers and ensuring low delinquencies by timely and effective collections.

- Integrating problem solving and negotiation skills to establish successful resolution of customer and account related issues

- Curing delinquent accounts by working with the borrower to bring payments up to schedule.

- Identifying the opportunity areas for increasing collection efficiency and proactively communicate with stakeholders

- Understanding our product line and explaining all features to borrowers, including loan terminology and payment logistics

- Creatively utilizing resources to generate contact with delinquent borrowers

- Analyzing any trends that come up during handling delinquent accounts and communicating the same to improve overall team performance

Qualifications :

- Bachelor's degree in business, finance or any related field.

- Prior collections work experience within financial services and/or higher education industries will be a distinct advantage, though an understanding of financial services functions is a MUST

- Strong interpersonal, communication and listening skills and comfortable connecting with customers via phone, email, and chat

- Excellent negotiation skills with proven ability to apply critical thinking to complicated problems for timely and effective resolution.

- Ideally possessing a background incorporating investigative research

- Empathetic, collaborative and possesses high level of accountability

- Ability to work in a high-stress environment; managing stress professionally and without disruption to the operation, employees, or customers A passion for financial inclusion and access to higher education is a must, as well as comfortable working with a global team across multiple-time zones and sites!