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About the position
The Customer Engagement Representative at Sallie Mae plays a crucial role in supporting students as they navigate their financial responsibilities related to education. This position focuses on making and receiving calls to address overdue accounts, providing exceptional customer service, and documenting interactions accurately. The representative is expected to demonstrate empathy while being assertive, ensuring that customers are informed about repayment options and encouraged to make payments on their accounts. The role emphasizes building meaningful relationships with customers and contributing to a positive customer experience.
Responsibilities
- Make and receive customer calls to address overdue accounts and discuss repayment options.
- Provide exceptional service while encouraging customers to make payments on their past due accounts.
- Accurately record customer interactions, including communication logs, payments, repayment plan enrollments, and other important information.
Requirements
- Ability to demonstrate empathy while being assertive to achieve the required outcome.
- Meet and exceed quality goals, compliance regulations, and productivity targets individually and in a team environment.
- Strong interpersonal, communication, and listening skills.
- Excellent negotiating, probing, influencing, and resourcefulness skills.
Nice-to-haves
- Experience in customer service and/or collections related roles.
- Some college coursework in business-related fields preferred.
Benefits
- 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
