Collection Records Clerk

A cover letter and resume are important submissions for our hiring team to get a sense of your experience. These documents will be used to assess your communication skills and attention-to-detail. In the cover letter, in two pages or less, please let us know how your career skills will align with this role. Your cover letter should provide examples of your past work experiences that demonstrate:

• Collaboration with others to achieve shared goals
• Situations where you went above and beyond to exceed customer expectations

Due to system limitations, please submit both a cover letter and resume as one single file.

We are seeking a Collection Records Clerk to join our Student Loan Collections team within Financial Operations. The Student Loan Collections team is committed to providing comprehensive collection services for student loans and delinquent student accounts. As part of a dedicated team of 13 members, you will play a crucial role in the collection and management of student loan debt and outstanding student account balances through various communication channels, including telephone, emails, and letters.

Your primary responsibilities will include processing forms related to student loan forbearances, deferments, and cancellations, serving as a vital liaison between the Collection Counselors and our Records team, and often acting as the first point of contact for borrowers while performing various administrative responsibilities. This role primarily focuses on data processing, customer support, and compliance management. Unlike traditional administrative roles, this position is highly process-focused and closely aligned with research compliance, emphasizing accuracy, organization, and effective communication across teams.

• Assist in the collection of student loan and student account outstanding balances by engaging with borrowers and relevant parties via phone, email, and written correspondence.
• Review and process borrower forms, ensuring compliance with institutional and federal regulations, assessing eligibility for deferments, forbearances, and cancellations, and following up with borrowers to obtain any additional information as needed.
• Collaborate with the Collection Portfolio Analyst on the review and approval of forms, working together to address and resolve any discrepancies.
• Follow federal and state regulations governing collection of student debt when engaging in telephone, email, and letter communications.
• Counsel borrowers and their approved representatives about their rights and responsibilities concerning their loans and other debts, escalating issues to the appropriate Collections Counselor as necessary.
• Learn and stay current on evolving federal loan regulations and guidelines, collaborating with the Records team to coordinate efforts and ensure regulatory compliance.
• Apply collection knowledge and experience to handle sensitive debtor situations, consulting with Collection Counselors and leadership as needed.
• Support the Collection Portfolio Analyst with various tasks, including pulling reports, data analysis, debt program research, and office administration tasks.
• Answer phone calls and emails from customers and university staff to assist with account-related questions, such as balances owed, account holds, and payment processes.
• Utilize problem-solving skills to address complex account issues, perform routine account audits, and prioritize daily tasks and projects effectively.
• Participate in other administrative projects as part of a collaborative team.

• Bachelor's degree in a related field preferred.
• At least 2 years of relevant experience, particularly in debt collection practices, financial services, and customer service, as well as in administrative or program support roles within high-volume or process-driven environments.
• Demonstrated passion for delivering high-quality customer service.
• Experience and knowledge of FERPA, the Fair Credit Reporting Act, and rules regarding Personally Identifiable Information.
• Established experience with data entry, database systems, or online forms, with a strong emphasis on accuracy, attention to…