Client Account Representative

Job Description

The Client Account Representative is instrumental in providing front line support and strengthening the

relationship among the credit union, Student Choice, and its vendor-partners. The Client Account Representative

assists in basic problem solving with borrower account questions, answering basic portfolio related questions,

providing requested documentation to clients, ensuring client access to service provider systems, ensuring clients’

needs are addressed in an efficient manner, and efficiently escalating specialty work and issues to the Client

Account Specialist. The Client Account Representative maintains ongoing communications with the Client Account

Specialist, CUSC’s clients and vendors as part of the organization and distribution of information among parties to

complete day-to-day tasks. This position is responsible for accurate and efficient daily productivity and quality

expectations with routine processing tasks.

Responsibilities

• Screen and process basic email requests related to client support, sorting, and forwarding escalation

emails to appropriate parties.

• Processing CU requests for UAS forbearance opt in and opt out. Update Zoho Desk and UAS.

• Process refunds, waivers, and non-cash payments.

• Process disbursement holds and releases.

• Process line of credit increase and decrease requests.

• Process co-borrower release requests by emailing CU and monitor to insure efficiency.

• Retrieve and package documents as requested for vendor and audit support.

• Process Proof of Enrollment and loan status changes and monitor to insure efficiency.

• Processes necessary documents to compete loan packages, including but not limited to membership

verification.

• Update demographic changes as needed to the system, reset passwords.

• Update Zoho CRM system as needed.

• Stand in as backup for Client Account Specialists when needed.

• Perform additional related office support duties and projects as requested.

Qualifications:

• 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 the purpose of meeting with management, clients, and vendor unit

business leaders.

EEO/AA