Manager, Borrower Account Services

🕒 3 days ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $85.9k - $132.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Trellis

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1979

💼 Consulting

📚 Education

🤝 Non-profit

Consulting • Education • Non-profit

Trellis is a nonprofit 501(c)(3) organization that empowers individuals through post-secondary education and lifelong learning by providing guidance, tools, and resources to help student loan borrowers understand and manage their repayment options. The organization offers borrower-facing services (including the myTrellis payment app), informational resources, and partnerships with schools, servicers, and lenders to simplify financial decisions and support economic mobility.

📋 Description

• Manage day-to-day operations of Borrower Account Services Recovery teams and directly manage supervisors • Oversee collection and recovery of borrower accounts, borrower education on repayment options, and accurate tracking of financial data and documentation • Ensure compliance with FFELP, FDCPA, FCRA, FPA, FTC, FCC, TCPA, and corporate policies and procedures • Monitor daily operations, team performance, revenue objectives, quality controls, compliance risks, and corrective actions • Plan and implement collections campaigns for high-volume account bases and changing program regulations • Collect and analyze data and prepare daily/monthly performance, contest, and incentive reports • Increase recovery revenue through rehabilitation, consolidation, payment plans, and Administrative Wage Garnishment • Direct borrower recovery activities and approve financial data to meet regulatory and revenue goals • Monitor skip-trace processes and coordinate with AMS on borrower and employer escalations • Resolve borrower complaints, negotiate with escalated borrowers, and assist with legislative complaint responses • Assist with preparation for and attendance at AWG hearings • Monitor employee compliance, morale, productivity, and customer service • Develop, implement, and reconcile departmental budgets and manage annual expenses • Manage service vendors, contracts, relationships, performance expectations, workflow, business continuity, and disaster recovery plans • Develop operational strategies with the VP of Operations and Operations Management and collaborate with Finance • Manage staffing, hiring, training, coaching, touchpoints, performance reviews, expectations, and corrective actions • Test and evaluate software and hardware, identify system inefficiencies, and serve as SME for enhancements and workflow improvements • Participate in risk management evaluations and identify AI and technology efficiencies • Support annual third-party and other audits, including ED and TWC • Develop departmental plans, process improvements, automated solutions, strategic initiatives, and other assigned duties

🎯 Requirements

• Bachelor's degree required; experience in a management capacity in customer service, collections, compliance, or a highly regulated field may substitute on a year-for-year basis • Six (6) years' proven management experience, preferably with a large collection or financial organization • Minimum five (5) years' experience in administration of the student loan program or a similar financial environment • Collections industry experience preferred • Thorough knowledge of FFELP programs preferred • Experience in quality control and budgetary planning preferred • Strong management, interpersonal relationship, problem-solving, and organizational skills • Excellent written and oral communication skills • Demonstrated integrity when dealing with internal and external customers • Resourcefulness, creativity, professional judgment, and sound decision-making • Ability to handle confidential and sensitive data • Knowledge of technology architectures and platforms, project and product management concepts, network, mainframe, internet systems, and business user acceptance testing • Strong knowledge of relevant policies, procedures, federal and state laws, and regulations • Thorough knowledge of FFELP, FDCPA, FCRA, FPA, FTC, FCC, TCPA, Common Manual, and Title IV loan programs • Strong analytical, research, negotiation, and collection skills • Proficient with Microsoft Office products • Must be available to work flexible hours

🏖️ Benefits

• Corporate annual incentive, subject to the discretion and approval of the Board of Directors • 12 paid holidays per year • Comprehensive benefits package including health, dental, vision, and retirement plans • Remote work may be available