Job Information
Trellis Company Borrower Account Services Representative II in Round Rock, Texas
Essential Duties and Responsibilities:
The position incumbent is expected to perform the following essential duties and responsibilities of the position with reasonable accommodation.
- Provides borrowers and authorized 3^rd^party representatives with detailed information about available repayment programs and forgiveness/discharge options.
- Analyzes borrower eligibility for federal programs following internal and regulatory policies.
- Counsels borrowers to determine the appropriate program based on account eligibility, borrowers current financial situation, and their ability to repay.
- Counsels borrowers regarding the importance of repayment and the consequences of non-payment.
- Researches and responds to borrower and employer correspondence, via email, letters, and documentation.
- Adheres to and maintains current knowledge and compliance with FDCPA, (both State and Federal), Privacy Act, FCRA, GLBA, TCPA, and Health Insurance Portability and Accountability Act (HIPAA), as well as policies and procedures prescribed by governing agencies such as the Federal Communications Commission (FCC), Federal Trade Commission (FTC), and Consumer Financial Protection Bureau (CFPB).
- Monitors accounts to ensure repayment is initiated as agreed to by the borrower.
- Ensures compliance with all Trellis policies and procedures, scripts, and quality guidelines.
- Accurately enters all information into the account management system.
- Performs skip trace activity to gain location information.
- Prepares accounts for involuntary repayment, including Administrative Wage Garnishment, Federal Offset, and State Offsets as applicable. Includes direct communication with employers regarding existing garnishments.
- Effectively analyzes and manages assigned borrower work lists.
- Processes Consolidation Applications, Rehabilitation Agreements, Financial Disclosure Forms, and other requests.
- Initiates administrative forms and other information necessary for the borrower to satisfy selected program requirements.
- Actively protects and secures Nonpublic Personal Information (NPI), safeguard Personally Identifiable Information (PII), and Protected Health Information (PHI).
- Ensures borrowers are treated with the utmost respect and be mindful of customer interactions and the impact on both the Company and borrower.
- Assists other teams within Borrower Services with high priority and or unexpected high-volume tasks including but not limited to:
- Processes refunds and miscellaneous transactions to comply with changes in borrower status, Federal Guidance and Trellis Procedures.
- Processes incoming and outgoing correspondence.
- Assists with transactional and demographic updates as required.
- Participates in training and other learning opportunities to ensure compliance and expand knowledge of company, position, and process.
Non-Essential Duties and Responsibilities:
- May assist Spanish speaking borrowers.
- Assist with claims processing as needed.
- Provide feedback to Management on a variety of work-related processes and procedures to improve or enhance a process and performance.
- Assist with training support of new and transferred team members.
- Actively support the team and team responsibilities.
- All other duties and responsibilities as assigned