Default Collections Analyst

PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.
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Salary: Grade 11,  Commensurate with experience starting at $36,053.00
 
Shift: Monday through Friday 8:00 AM - 5:00 PM
 
Location: 1200 north 7th Street, Harrisburg, PA. Hybrid 1 day onsite
 
Department: Default Collections

The Default Analyst is responsible for developing and maintaining operational procedures and resources, creating and distributing operational reports, and responding to customer contact.  This role is to ensure procedures are updated, accurate, and effective for internal stakeholders and is responsible for managing several databases.  The Default Analyst also gathers, interprets, and collates data into reports for management as well as external clients such as the United States Department of Education, Office of Federal Student Aid or third-party vendors.  Additionally, this role has direct customer contact through drafting borrower correspondence, bankruptcy proceedings, and possess the expertise to complete of a variety of assignments across Default Collections, Guaranty, and Loan Asset Management. 

PRIMARY DUTIES AND RESPONSIBILITIES 

Create and Maintain Knowledge Resources 

•    Review existing published procedures and processes and identify opportunities for improvement or correction, recommending appropriate changes to management.

•    Create new procedures when necessary, observing processes and corresponding departmental activities to effectively document accurate operating procedures.

•    Continually monitor all knowledge management resources, ensuring all procedures are updated timely and in accordance with Agency process review cycles, and ensure all procedures are properly reviewed by Subject Matter Experts (SMEs), approved designated stakeholders, and required artifacts are retained.

•    Effectively communicate all procedural updates to management and applicable staff.

•    Create and maintain a common repository for published information and updates. 

Research, Analysis, Database Management, and Reporting 

•    Submit, follow-up on and draft memos for disbursement to applicable staff members concerning security incidents, and Compliance Database submissions.

•    Perform all departmental Quality Control responsibilities to include a full review and reporting requirements for these tasks.

•    Work directly with Information Technology (IT) and Production Support staff to troubleshoot system issues, identify system fixes, and verify approaches to correcting issues, including any required testing prior to implementation.  

•    Submit and manage necessary SAS requests with applicable system requirements and/or edits included.

•    Research, analyze, scope and prioritize change requests and other Agency projects for impact to existing knowledge resources or departmental projects.

•    Create and maintain departmental level reporting and other related analytical content. 

•    Conduct analysis to identify gaps within metrics and knowledge content and create then maintain reporting solutions.

•    Socialize and distribute departmental reports on a daily/weekly/monthly basis to both management and customers/clients.

•    Monitor reports to ensure accounts or other required actions nearing SLA deadlines are appropriately communicating to management and the appropriate employees.

•    Generate, collate, and disperse to management all data elements or account samples requested by internal or external clients, auditors, or regulators.

•    Conduct regular analysis of current policies, procedures, tools, templates, etc., to identify and recommend efficiencies that will benefit end users or create consistency and compliance with established objectives. 

•    Develop and recommend vendor allocation methodology, develop performance reporting, respond to collection vendor inquiries, and process collection vendor invoices.

Customer Service 

•    Serve as the department point of contact for legal issues regarding bankruptcy, including representing the Agency to attorneys during bankruptcy calls.

•    Work assigned tasks involving temporarily large workflows generated from changes within the industry or legislation, as assigned by management, allowing management to respond to industry changes from administrations or legalization.

•    Receive, review, and draft responses to basic inquiries received in departmental email inboxes, FileNet workflows, and from outside vendors and/or clients, as needed, in accordance with response metrics and established procedures.  

OTHER DUTIES AND RESPONSIBILITIES 

•    Remain current and knowledgeable regarding best practices for knowledge and content management.

•    Serve as the Default Collections Agency point of contact for the Business Continuity Plan (BCP) and attend BCP meetings and exercises.

•    Comply with the Agency’s enterprise security and privacy policies and departmental procedures.

•    Other duties as assigned. 

Required Skills

Associates degree in Business Administration, Journalism, English, or Communications and zero to two years of experience in technical writing, professional writing, or editing or any equivalent combination of experience, training, and/or certification(s). 

•    Technically competent with system interfaces and data transfer.

•    Demonstrate ability to think with an analytical mindset and effectively solve problems.

•    Proven interpersonal skills with the ability to present complex and sensitive issues with other departments, vendors, and clients in a professional manner.

•    Possess strong communication skills.

•    Proven ability to foster a collaborative work environment. 

•    Effective time management, organization and prioritizing ability.

•    Proven ability to meet deadlines and deliverables.

•    General understanding of policies and procedures.

•    Proficient in Microsoft Office and Adobe Suites.  (Create diagrams, charts, and other visuals to effectively illustrate or document information.)

ESSENTIAL DUTIES AND RESPONSIBILITIES

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

•    Perform work required for this position in an office environment utilizing contemporary office equipment for an extended period of time.

•    Remain sedentary for moderate periods of time.

•    Frequently requires – repetitive motions (substantial movements of the wrist, hand, and/or fingers).

•    Must be able to use a personal computer.

•    Occasional off-site travel required.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES  

 
•    Ability to maintain knowledge and skills necessary to perform primary duties.

•    Ability to comprehend program goals, objectives, and operations and to relate these to content analysis.

•    Ability to manage time effectively and ability to organize and prioritize work assignments.  

•    Ability to promote and provide excellent customer service.

•    Ability to work accurately, efficiently, and concentrate for long periods of time in a detailed environment. 

•    Ability to work effectively in an individual and team environment.

•    Ability to promote and support a consistent, professional, customer focus through knowledge and content management.

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.  Our organizational culture promotes diversity, equity, and inclusion at all levels of the organization.

Required Experience

Associates degree in Business Administration, Journalism, English, or Communications and zero to two years of experience in technical writing, professional writing, or editing or any equivalent combination of experience, training, and/or certification(s).