Hybrid Case Management Specialist – Student Loans

ADP, Inc.; New York (NY); Hybrid; USD 68,000 - 83,000; Full time

Benefits offered by this job

403b retirement plan

Commuter benefit plan

EAP (Employee Assistance Program)

Paid time off

Job summary

The Case Management Specialist at Community Service Society (CSS) serves as a frontline contact for borrowers, handling intake, inquiries, and outreach across phone, chat, and other channels.

This role supports borrowers by guiding them through basic steps, documenting interactions in Salesforce, and coordinating referrals to counselors, with adherence to scripts and program protocols in a hybrid NYC office environment.

Qualifications

• Associate or bachelor’s degree, or equivalent experience.
• Experience in customer service, call center, or client support roles.
• Strong verbal communication and interpersonal skills.
• Ability to follow structured workflows and protocols.
• Strong attention to detail and organizational skills.
• Proficiency in Microsoft Office; CRM experience a plus.
• Ability to provide information in a fair and culturally appropriate manner.
• Interest in personal finance or student loans preferred.
• Ability to work in a fast-paced, high-volume environment, managing multiple borrower interactions across channels.

Responsibilities

• Respond to borrower inquiries via phone, chat, email, and other communication channels, providing general information on student loan topics.
• Conduct intake and assess borrower needs, identifying situations that require referral to Student Debt Counselors or other specialized staff.
• Assist borrowers with basic application steps and document collection using established procedures and workflows.
• Conduct outbound calls and follow-up activities, including outreach to borrowers who may be delinquent or in default on their student loans.
• Upload borrower lists provided by higher education institutions into Salesforce, assign cases to outreach staff, and ensure accurate tracking of outreach activities and progress.
• Carry out structured outreach to borrowers on assigned lists, including making multiple call attempts, sending follow-up communications by email, text, or mail, and preparing outreach materials such as postcards when needed.
• Generate periodic reports summarizing outreach outcomes, borrower needs, contact rates, and program performance metrics.
• Accurately document all borrower interactions, case activities, and outcomes in Salesforce and other internal systems.
• Follow established scripts, workflows, quality assurance standards, and program protocols to ensure consistent and high-quality service delivery.
• Support outreach campaigns through borrower engagement, follow-up activities, and case management support.
• Identify recurring borrower concerns, operational challenges, or systemic issues and elevate them appropriately to supervisors.

Skills

Customer service

Verbal communication

Interpersonal skills

Attention to detail

Organizational skills

Follow workflows

Multitasking

Education

Associate degree

Bachelor's degree

Equivalent experience

Tools

Microsoft Office

CRM experience

Job description

The Case Management Specialist at Community Service Society (CSS) serves as a frontline contact for borrowers, handling intake, inquiries, and outreach across phone, chat, and other channels.

This role supports borrowers by guiding them through basic steps, documenting interactions in Salesforce, and coordinating referrals to counselors, with adherence to scripts and program protocols in a hybrid NYC office environment.