Account Analyst- Remote

Description

The Account Analyst, the option to work REMOTE, is expected to maintain a positive attitude and professional work atmosphere while properly maintaining their processing queues by accurately processing borrower requests, processing guarantor reports, updates, and school certifications. The position requires attention to detail to maintain a certain level of processing. This position also involves receiving inbound calls and making outbound calls to potential customers, utilizing provided scripts and information to promote our products and services effectively. This role will be responsible for addressing customer inquiries, providing accurate information, and resolving issues promptly and professionally. There will also be an expectation to assist customers on both inbound or outbound attempts in accordance with all applicable state and federal regulations and EdFinancial Services policies and procedures. Using sound judgment and training provided to support customer inquiries, as well as contributing to and promoting a team-oriented quality work environment.

• Maintain a positive work atmosphere by behaving and communicating in a manner so that you get along with customers, clients, co-workers, and management.
• Process necessary enrollment or demographic changes received from guarantors, borrowers, schools, National Student Loan Clearinghouse (CH) and National Student Loan Data System (NSLDS)
• Respond to credit disputes or update requests received from borrowers.

· Answer incoming emails from borrowers.

• Process select document tasks as they are assigned daily utilizing the appropriate guidelines and manuals.
• Advise Sup/TL prior to 3:00pm if assistance is required in completing daily tasks.
• Maintain department processing standards: required # of tasks per hour and monthly Quality Assurance score of 96% or higher on all completed tasks.
• Perform miscellaneous data entry projects as assigned by the department supervisor to assist Edfinancial with achieving its objectives.
• If an employee has an account with Edfinancial, they may not process any changes on their account, the account of a friend, or an account with any conflicts of interest. Any changes that do need to be made will be completed by leadership.
• Responsible for the security of workstation and work area regarding the confidentiality of the data and the systems.
• The position requires a 5c level access to Edfinancial’ s information system.
• All employees are expected to represent the company and its interests in a positive, professional manner inside and outside of the corporate environment.
• Maintain a high-level of knowledge of all loan phases, from pre-loan thru pay-off, including ability to analyze complex and detailed information regarding customers invoice, payment, and loan status questions; maintain knowledge of federal and regulatory issues, and Edfinancial rules and regulations.
• Maintain certifications for specialized training and complete annual refresher courses in each topic.
• Based on company needs, employees may be crossed trained in specialty queues within the department as well as during peak times within other areas of the organization.
• Remain up to date on system enhancements and changes to determine best way to assist borrowers.
• Adhere to assigned schedule to assist with outbound calls, Inbound calls, incoming chats, emails, or a combination of skills.
• Ensure that department goals and expectations are met on a daily and monthly basis.
• Be proactive and discuss with management strategies to improve job performance.
• Read the training materials and utilize resources provided by department and company.
• Work overtime based on business and department needs.

Requirements

Regular attendance is an essential function of this job position.