Account Specialist - $23/hr + Monthly Incentive

Sallie Mae Bank; Fishers (IN); Hybrid; USD 48,000 - 60,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Generous PTO and holidays

401k with employer match

Comprehensive health benefits

Hybrid work arrangement

Paid parental leave

Job summary

Sallie Mae in Fishers, IN is seeking a customer engagement specialist to help customers navigate past-due accounts and repayment options. You will serve as the friendly, professional voice, recording interactions and guiding customers toward feasible plans.

Flexibility includes in-office attendance with some remote days, and a schedule bid process based on performance. The role emphasizes empathy, strong communication, and problem-solving while meeting strict quality and compliance targets.

Qualifications

• Demonstrate empathy while being assertive to achieve outcomes.
• Meet and exceed quality goals, compliance regulations and productivity targets.
• Strong interpersonal, communication and listening skills.
• Build meaningful relationships with customers while gathering information on financial situations.
• Excellent negotiating, probing, influencing and resourcefulness skills.

Responsibilities

• Make and receive customer calls to address overdue accounts and discuss repayment options.
• Provide exceptional service while encouraging customers to make payments on past due accounts.
• Accurately record customer interactions, including communications, payments, repayment plan enrollments.

Skills

Empathy

Communication

Interpersonal skills

Negotiation

Relationship building

Education

High school diploma

Some college coursework

Job description

When you join Sallie Mae, you become a champion for all students. We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way. We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students---and for each other. This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole you---from physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more. We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education.

Description

• Customer Engagement: Make and receive customer calls to address overdue accounts and discuss repayment options.
• Customer Experience: Provide exceptional service while encouraging customers to make payments on their past due accounts.
• Documentation: Accurately record customer interactions, including communication logs, payments, repayment plan enrollments, and other important information.

Qualifications and Skills

• Ability to demonstrate empathy while being assertive to achieve the required outcome.
• Meet and exceed quality goals, compliance regulations and productivity targets individually and team environment.
• Strong interpersonal, communication and listening skills.
• Build meaningful relationships with our customers by offering repayment programs while gathering information to understand their financial situation.
• Excellent negotiating, probing, influencing and resourcefulness skills.

Compensation

This role offers a base pay of $23 per hour, plus quarterly incentives ranging from $1250 to $2500 based on performance.

Location

Fishers, Indiana

What we're looking for

• Professionalism: Serve as the welcoming and friendly voice for our customers.
• Energetic and Driven: Bring enthusiasm and a positive attitude to every interaction.
• Tech Savvy: Possess basic computer skills and experience with the Microsoft Office Suite.
• Flexible Work Environment: Ability to work in the office with the flexibility to work from home on some days. 3 days in office, 2 days remote.
• The first 90 days of employment you are required to work in the office with a schedule of 8 a.m. -- 5 p.m. Monday through Friday. Schedule assignments are based on performance rankings. Employees will participate in a schedule bid process where higher performance rankings provide priority in selecting preferred shifts. Shift bids take place every 6 months. Schedules options upon availability and based on business needs are: 8am-5pm, 10am-7pm and 12pm-9pm (Employees working the evening shift receive a 15% shift differential on their hourly rate). You would work the same schedule Mon-Friday. Must be flexible to work some Saturdays.

Education & Experience

Experience in customer service and or collections related roles. High school diploma or equivalent, some college coursework in business related fields preferred.

Benefits

• Competitive base salaries
• Bonus incentives
• Generous PTO, Floating Holidays and 12 Federal Holidays observed
• Support for financial-well-being and retirement 401k with employer match
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
• Employer paid short-term/long-term disability and basic life insurance
• Flexible hybrid working arrangements.
• Paid parental leave and adoption reimbursement programs
• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
• Tuition Reimbursement and Family Scholarship Programs
• Career development and training opportunities

Equal Opportunity Employer

Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law.

When you join Sallie Mae, you become a champion for all students. We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way. We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students---and for each other. This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole you---from physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more. We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education.