Senior Specialist, Recovery

When you join Sallie Mae, you become a champion for all students.

We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.

Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing. Because students need a better way.

We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other.

This is where diverse backgrounds, beliefs, and perspectives matter. It’s where you’re empowered to bring your authentic self to work.

Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills.

Come do more than join something, change something. For students, for future generations, for the future of education.

What You'll Contribute

The Senior Specialist, Recovery will be responsible for contacting customers to negotiate payment arrangements, providing assistance and guidance to help them resolve their outstanding debts.
 

What You'll Do

• Provide exceptional customer service by addressing customer inquiries, concerns, and requests promptly and professionally.
• Monitor and follow up on payment arrangements to ensure customers are meeting their obligations and take appropriate actions for non-compliance.
• Document all customer interactions, payment arrangements, and progress in the collection system accurately and promptly.
• Adhere to regulatory guidelines and company policies while ensuring fair treatment of customers and compliance with all applicable laws.
• Utilize skip-tracing techniques and available resources to locate and contact customers whose contact information is outdated or inaccurate.
• Identify and escalate complex or high-risk accounts to the appropriate team or department for further handling.
   

The above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.
 

What you have

Minimum education, skills and experience required.

• Strong negotiation and communication skills, with the ability to handle difficult conversations and maintain professionalism while building rapport with customers.
• Working knowledge of all applicable federal, state and local rules and regulations.
• Persistent ability to overcome objects and barriers.
• Must be able to obtain license for collecting as needed.
• Excellent analytical skills, with the ability to interpret financial data, assess credit risks, and evaluate payment options.
• Detail-oriented with strong organizational skills to manage and prioritize a high volume of accounts and tasks effectively.
• Demonstrated ability to work with computer systems, including proficiency in MS Office and experience with collection software or customer relationship management (CRM) systems.
• Reliable, ability to work flexible day, evenings and weekend hours as required.
• Experienced with skip-tracing techniques and tools for locating customers.

Preferred education, skills, and experience.

• High school diploma or equivalent. Some college coursework in business, finance, or related field is preferred.
• 1+ years of experience post default experience or high paced commission based sales or mortgage experience.
   

The Americans with Disabilities Act

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the “essential functions” of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the f