Client Account Representative
1 week ago
The Client Account Representative plays a vital role in fostering strong relationships between CU Student Choice Partners LLC, Student Choice, and its vendor-partners. This position is responsible for providing exceptional front-line support, ensuring seamless communication, and efficiently resolving borrower account inquiries and portfolio-related questions.
Key Responsibilities:
- Screen and process basic email requests related to client support, sorting, and forwarding escalation emails to appropriate parties.
- Process CU requests for UAS forbearance opt-in and opt-out, updating Zoho Desk and UAS accordingly.
- Process refunds, waivers, and non-cash payments, ensuring accuracy and efficiency.
- Process disbursement holds and releases, maintaining timely and accurate processing.
- Process line of credit increase and decrease requests, ensuring seamless communication with clients and vendors.
- Process co-borrower release requests by emailing CU and monitoring for efficiency.
- Retrieve and package documents as requested for vendor and audit support.
- Process Proof of Enrollment and loan status changes, monitoring for efficiency.
- Process necessary documents to complete loan packages, including membership verification.
- Update demographic changes as needed to the system, reset passwords, and update Zoho CRM system accordingly.
- Stand in as backup for Client Account Specialists when needed, ensuring seamless support.
- Perform additional related office support duties and projects as requested.
Requirements:
- High School Diploma or GED, Associates Degree/Bachelor's Degree or equivalent work experience.
- Student lending, financial aid, or credit union experience strongly preferred.
- Ability to succeed in a high-volume, fast-paced environment.
- Excellent written and verbal communication skills.
- Self-motivated and able to track, prioritize, and ensure completion of multiple concurrent tasks.
- Excellent people skills.
- Organized, with a keen attention to detail and follow-up.
- Proficient with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
- Prior home office work experience preferred.
- Ability to handle and safeguard confidential and proprietary information.
- Exhibit superior professionalism and style in internal and external communications.
Work Conditions:
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
- Physically able to participate in training sessions, presentations, and meetings.
- Some travel may be required for meetings with management, clients, and vendor unit business leaders.
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