Hybrid Account Specialist - Collections & Customer Care

Sallie Mae; Delaware; Hybrid; USD 58,000 - 64,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Paid time off

401k with employer match

Medical, dental, vision plans

Hybrid work arrangement

Tuition Reimbursement

On-site fitness centers

Job summary

Sallie Mae is seeking a Customer Engagement specialist in a hybrid role to handle calls about overdue accounts, discuss repayment options, and document interactions. You will build relationships while helping customers plan and manage their repayment, balancing guidance with firm expectations.

Role requires empathy, strong communication, and the ability to meet quality and productivity targets. Office-based hours, with some flexibility for remote work and occasional Saturdays.

Qualifications

• Experience in customer service or collections roles.
• High school diploma or equivalent; some college coursework in business preferred.
• Ability to demonstrate empathy while being assertive to achieve outcomes.
• Strong written and verbal communication; problem solving and negotiation.

Responsibilities

• Make and receive 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, payments, repayment plan enrollments, and other important information.

Skills

Empathy

Negotiation

Communication

Interpersonal skills

Education

High school diploma or equivalent

Some college coursework in business

Tools

Microsoft Office

Job description

Sallie Mae is seeking a Customer Engagement specialist in a hybrid role to handle calls about overdue accounts, discuss repayment options, and document interactions. You will build relationships while helping customers plan and manage their repayment, balancing guidance with firm expectations.

Role requires empathy, strong communication, and the ability to meet quality and productivity targets. Office-based hours, with some flexibility for remote work and occasional Saturdays.