Recovery Representative

Eastern University's College of Education; Northern (KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Eastern University's College of Education is seeking an entry‑level Recovery Representative to responsibly pursue past due and delinquent student accounts. You will research, negotiate and maintain trustful relationships to secure timely payments, for both active and inactive balances.

You will counsel students on payment options, support in-house and external collections efforts, and prepare reports for the Director of Student Accounts.

Qualifications

• Bachelor's degree in an appropriate field.
• 0–2 years of experience in higher education, customer service and contact center.
• Excellent written and oral communication skills.
• Sensitivity to confidentiality requirements.

Responsibilities

• Identify, review, assign and contact past due or delinquent accounts using all points of contact.
• Counsel students on payments, payment arrangements and Private Alternative Loan options.
• Assist staff with in-house collections and outside vendors; maintain timely reports.
• Execute in-house collections communications, including letters, emails and outbound calls.
• Provide quarterly reports to the Director of Student Accounts.
• Serve as liaison with collection companies and attend meetings as needed.
• Handle department calls, emails and special projects as directed.
• Maintain a courteous, professional demeanor in a high-pressure environment.
• Uphold the university values of compassion, integrity, justice and respect.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Organization

Education

Bachelor's degree

Job description

The Recovery Representative’s primary responsibilities will be to respectfully recover past due and delinquent consumer accounts. As a recovery representative, you will research, investigate, analyze and use negotiation methodologies, maintaining trustful customer relationships and ensuring timely payments toward recovery goals for both inactive and active accounts.

1. Use system(s) resources to identify, review, assign and contact consumers that have past due and/or delinquent account balances using all points of contact.
2. Counsel students who are in University collections on payments, arrangements and Private Alternative Loan options.
3. Assist student accounts staff with any issues related to in-house collections and outside collections vendors, while maintaining accurate and timely reports regarding collections.
4. Execute in-house collections communication processes, including printing of collections letters, sending emails, payment arrangement letters/contracts and outbound calls.
5. Provides quarterly reports and updates to the Director of Student Accounts.
6. Serves as a point of contact for collection company inquiries, and meet with collections representatives/vendors as necessary.
7. Assist with department incoming calls, email and other special projects/ responsibilities as directed by management.
8. Maintain a pleasant demeanor and offers excellent customer service in a sometimes-high pressure environment.
9. Embody values of compassion, integrity, justice and respect, synergistically achieving the department and university’s common mission.

This is an entry-level position that prefers a Bachelor’s Degree in an appropriate field with 0-2 years of experience in higher education, customer service and contact center. Attention to detail, with an eye for problem solving and have the ability to work both in workgroups and independently, and sensitivity to matters of confidentiality are required. Excellent written and oral communication skills are essential, to effectively interact with current and prospective students, parents, and college personnel. It is essential that the incumbent exhibits an understanding of, and support for, the University’s Christian mission.

The person in this position must be available, when required, to attend training, orientations, open houses, and workshops off-site.