Borrower Account Services Representative II

🕒 August 11

🤠 Texas – Remote

🤠 Texas – Remote

💵 $17 - $21 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Assist borrowers by negotiating and monitoring repayment arrangements while considering individual borrower circumstances • Provide detailed information about repayment programs and forgiveness/discharge options • Analyze borrower eligibility for federal programs under internal and regulatory policies • Counsel borrowers on appropriate programs, repayment importance, and consequences of non-payment • Research and respond to borrower and employer correspondence via email, letters, and documentation • Maintain compliance with FDCPA, Privacy Act, FCRA, GLBA, TCPA, HIPAA, and applicable FCC, FTC, and CFPB requirements • Monitor accounts to ensure agreed repayment is initiated • Maintain compliance with Trellis policies, procedures, scripts, and quality guidelines • Accurately enter information into the account management system • Perform skip-trace activity to obtain location information • Prepare accounts for involuntary repayment, including wage garnishment and federal and state offsets • Communicate directly with employers regarding existing garnishments • Analyze and manage assigned borrower work lists • Process consolidation applications, rehabilitation agreements, financial disclosure forms, refunds, transactions, and correspondence • Initiate forms and information needed to satisfy program requirements • Protect Nonpublic Personal Information, Personally Identifiable Information, and Protected Health Information • Assist Borrower Services teams with high-priority or unexpected high-volume tasks • Participate in training and learning opportunities • May assist Spanish-speaking borrowers • Provide process feedback, support training for new and transferred team members, and support team responsibilities

🎯 Requirements

• High school diploma or equivalent • Two (2) years office experience in loan servicing, collections, customer service, customer contact center, financial services, or student loan environment • Strong communication, numerical, analytical, critical thinking, and decision-making skills • Proficiency in written and verbal communications • Strong understanding of voluntary and involuntary repayment options and program workflows and requirements • Ability to utilize software, scripts, run queries, and tools appropriately • Ability to prioritize work assignments and maintain activities within prescribed performance standards • Ability to accurately handle multiple tasks and be detail oriented in a fast-paced working environment • Ability to learn new skills, adapt to change, work under pressure, and meet established deadlines • Ability to work with and protect sensitive or confidential information and documentation • Strong negotiation and/or collection skills • Strong, current knowledge of federal and state laws and regulations • Intermediate Microsoft Office proficiency • Occasional Saturday shifts may be required based on business demand

🏖️ Benefits

• Corporate annual incentive, subject to discretion and approval of the Board of Directors and not guaranteed • 11 paid holidays plus 1 floating holiday per year • Comprehensive benefits package including health, dental, vision, and retirement plans