Specialist, Servicing

Sallie Mae; New Castle (DE); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Generous PTO and holidays

401k with employer match

Medical, dental, vision coverage

Flexible hybrid working arrangements

Parental leave

Job summary

Sallie Mae in Delaware is hiring a Specialist, Application Support Center to guide applicants through the loan process and highlight product benefits. You will initiate and complete student loan applications by phone, delivering accurate information and building relationships with prospective and current customers.

The role emphasizes inbound calls, data entry into the origination system, and compliant, empathetic service.

Qualifications

• Excellent verbal and written communication, with the ability to overcome objections.
• Strong customer service skills, including active listening and professional phone presence.
• Proficient in using CRM systems and contact center software.
• Attention to detail and accuracy when entering application data.
• High level of integrity, ethical conduct, and confidentiality in handling applicant information.
• Adaptability and personal accountability for metrics and call center requirements.

Responsibilities

• Present and promote Sallie Mae's student loan products to prospective and current customers.
• Support the student loan application experience via inbound calls, guiding applications.
• Ensure precise data entry into the loan origination system and document handling.
• Deliver exceptional customer service with timely communication throughout the loan process.
• Listen empathetically to inquiries and gather information to resolve issues.

Skills

Verbal & written communication

Customer service

CRM systems

Attention to detail

Integrity & confidentiality

Adaptability & accountability

Education

High school diploma

Tools

CRM systems

Contact center software

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.

What You'll Contribute

The Specialist, Application Support Center will be responsible for facilitating the loan application process by initiating and completing student loan applications, highlighting product benefits, addressing application inquiries, and nurturing relationships with prospective and established customers through inbound phone calls.

Note: This position is focused exclusively on supporting student loan applications, not IT or technical support requests.

What You'll Do

• Present and promote Sallie Mae's student loan products to prospective and current customers, using available resources and systems to provide accurate and timely information.
• Support the student loan application experience via inbound telephone calls, including initiating and completing student loan applications by using a consultative call flow, including utilizing active listening, asking probing questions, and overcoming objections.
• Ensure precise data entry into the loan origination system and maintain proper documentation, following all regulatory and company guidelines.
• Deliver exceptional customer service, maintaining professional and timely communication with applicants throughout the loan process.
• Listen empathetically to customer inquiries, demonstrating patience and understanding while gathering information to resolve issues.

The above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.

What You Have

• Excellent verbal and written communication skills, with the ability to overcome objections and effectively transition a call into an application.
• Strong customer service skills, including active listening and a professional phone presence.
• Proficient in using customer relationship management (CRM) systems and contact center software.
• Attention to detail and accuracy when entering application data.
• High level of integrity, ethical conduct, and confidentiality in handling applicant information.
• Adaptability and personal accountability for metrics and call center requirements.

Preferred: Indicate "nice to haves" regarding education, skills, and experience.

• High school diploma required.
• 1+ years of experience in a customer service or contact center role, ideally with a focus on sales.

The Americans With Disabilities Act

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the "essential functions" of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing that function, or only a limited number of employees are available to perform that function.

Feeling Your Best Helps You Do Your Best

Our benefits take care of the whole you - so you can build your work around your life (not the other way around!).

• 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

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. Click here to view the U.S. Pay Transparency Policy, here for federal job applicant notices, and here to view the California Employee Privacy Notice.

Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call [phone] and choose option 9. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.