Position Summary:
Financial Services Representatives support learners at important moments in their education by helping them address payment concerns and stay on track with their programs.
In this role, you’ll connect with learners by phone, listen to understand what is affecting their ability to pay, explain account status and available options, and help them take a clear next step. You’ll also help learners who call to make a payment. This position is a good fit for someone who enjoys helping others, can speak confidently about payments, and stays calm and focused in a fast-paced, goal-driven environment.
Most of your day is spent handling calls rather than email, chat, or ticket queues. A typical day may include about 125 inbound and outbound call activities, including unanswered calls and voicemails; inbound volume may average around 70 calls. Call volume varies
Compensation:
$17 per hour, plus performance incentives. Incentive amounts vary based on the program and results and are not guaranteed.
Location and Schedule:
US-based, 100% remote role. Monday-Friday from 11:30 AM-8:00 PM Eastern time.
Training Period:
The first month focuses on inbound calls. Dialer training is introduced in the second month so you can build confidence before adding outbound calls.
Performance measures are introduced gradually during the first four months as you learn the role.
Ongoing Schedule:
Inbound calls are prioritized, with outbound auto-dialer calls handled as availability allows
Dialer activity can include unanswered calls and hang-ups. You’ll need to be ready to respond when a learner answers and keep a steady, professional approach throughout the day.
Voluntary overtime may be available during busier periods.
Essential Job Functions:
Support learners through inbound calls and outbound auto-dialer campaigns, prioritizing inbound calls.
Ask thoughtful questions to understand each learner’s situation and discuss payment options when appropriate.
Explain account status and potential consequences of falling further behind, including late fees, loss of study access, or referral to a collection agency.
Discuss available options within department guidelines which may include changing the payment due date, an eligible deferment, or a late-fee waiver.
Process payments, document account interactions accurately, and select the appropriate call disposition.
Follow privacy, call-recording disclosure, do-not-call, and other department procedures.
Meet service, quality, schedule-adherence, and performance expectations, and contribute to team goals.
Work with team leads and peers to resolve questions and support a collaborative remote team.
Knowledge, Skills, Abilities:
High school diploma or GED required.
Collections experience preferred; call center or customer service experience is also valuable. Direct collections experience is not required.
Strong communication, active listening, probing, and problem-solving skills.
Professional phone presence and the ability to stay calm and empathetic during challenging conversations.
Comfort handling a high volume of calls, asking for payment, and working toward clear performance goals.
Strong computer skills, including the ability to navigate multiple systems and Microsoft Outlook.
Dependable, punctual, open to coaching, and willing to learn as part of a team.
Working Conditions & Hiring Process:
Role Assessment: Candidates will be required to complete a role-specific assessment as the first step in the hiring process. Assessment results will be used to evaluate alignment with the position and determine next steps in the process.
U.S. Work Location Requirement: All employees must reside in and perform work within the United States. We do not support international remote work arrangements for this role.
Travel Expectations: While this is a remote position, occasional travel may be required for team meetings, company events, conferences, summits, etc. Candidates must be willing and able to travel as…