Empathetic Collections & Customer Care Specialist – Hybrid

Sallie Mae Bank; Indianapolis (IN); Hybrid; USD 28,000 - 47,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Generous PTO

401k with match

Comprehensive benefits

Hybrid work schedule

Tuition reimbursement

Job summary

Sallie Mae Bank in Fishers, Indiana, is seeking to fill a Customer Engagement role focused on contacting customers about overdue accounts and arranging repayment options. The position offers a base pay of $20 per hour, plus monthly incentives based on performance, with a flexible hybrid in-office/remote schedule.

Ideal candidates will handle high-quality customer interactions, document all communications accurately, and work to achieve repayment goals while providing excellent service.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Empathy & assertive

Quality & compliance

Interpersonal skills

Relationship building

Negotiation skills

Education

High school diploma or equivalent

Some college coursework in business

Job description

Sallie Mae Bank in Fishers, Indiana, is seeking to fill a Customer Engagement role focused on contacting customers about overdue accounts and arranging repayment options. The position offers a base pay of $20 per hour, plus monthly incentives based on performance, with a flexible hybrid in-office/remote schedule.

Ideal candidates will handle high-quality customer interactions, document all communications accurately, and work to achieve repayment goals while providing excellent service.