Borrower Account Services Representative II

Who you are:

Assist borrowers by negotiating and monitoring repayment arrangements serving the best interest of the Department of Education while considering individual borrower circumstances.

Providing a high level of customer assistance by supplying detailed information pertaining to repayment and the various available programs in accordance with company policies and procedures, Fair Debt Collection Practices Act (FDCPA) laws, state privacy laws, treasury laws, Fair Credit Reporting Act (FCRA), Gramm-Leach-Bliley Act (GLBA), Telephone Consumer Protection Act (TCPA), Federal Family Education Loan Program (FFELP) regulations, and any other related regulatory compliance requirements.

Who we are:

Trellis Company is a nonprofit 501(c)3 corporation with the dual mission of helping student borrowers repay their education loans and promoting access in higher education.

Our strong philanthropic heritage of giving through grants to colleges, universities, and research groups remains focused on improving student outcomes, especially to underserved students, families, and institutions.

As we move into the future, we're drawing on our history, branching into new sectors beyond student loans, and delivering the same level of exceptional care and service that our customers have come to depend on.

We remain invested in the success of students and higher education institutions.

This combination of stability and vision creates a unique intersection: a startup environment at a company that also has a stable foundation, resulting in an opportunity for the right candidate to help shape our company's future.

This is an exciting time to join the Trellis team!

Location:

The position is remote.

Essential Duties and Responsibilities:

The position incumbent is expected to perform the following essential duties and responsibilities of the position with reasonable accommodation.


* Provides borrowers and authorized 3rd party representatives with detailed information about available repayment programs and forgiveness/discharge options.


* Analyzes borrower eligibility for federal programs following internal and regulatory policies.


* Counsels borrowers to determine the appropriate program based on account eligibility, borrower's current financial situation, and their ability to repay.


* Counsels borrowers regarding the importance of repayment and the consequences of non-payment.


* Researches and responds to borrower and employer correspondence, via email, letters, and documentation.


* Adheres to and maintains current knowledge and compliance with FDCPA, (both State and Federal), Privacy Act, FCRA, GLBA, TCPA, and Health Insurance Portability and Accountability Act (HIPAA), as well as policies and procedures prescribed by governing agencies such as the Federal Communications Commission (FCC), Federal Trade Commission (FTC), and Consumer Financial Protection Bureau (CFPB).


* Monitors accounts to ensure repayment is initiated as agre...