Client Relationship Manager

PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.
 
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Salary: Grade 14, Commensurate with experience starting at $53,393.00
 
Shift: Monday through Friday 8:00 AM - 5:00 PM
 
Location: 1200 North 7th Street, Harrisburg, PA. Hybrid 2 days a week on-site
 
Department: Client Relations

The client relationship manager makes sure that clients have a positive experience with PHEAA.  The client relationship manager is the established client contact for internal and external communications.  This role must stay knowledgeable of all internal departments and external regulations and laws that may affect our clients in order to develop, maintain and ensure the accuracy and timeliness of all aspects of client account service.  This position performs at a moderate level of complexity with a high level of proficiency under general supervision.  May supervise support staff.

PRIMARY DUTIES AND RESPONSIBILITIES

Client Support 

•    Primary contact for clients and various departments to resolve outstanding issues, comply with customer requests, and respond to client inquiries.  Maintain client priorities (contracts, requests, reports, inquiries, audits, general borrower complaint reports) and provide guidance internally to staff resources to clearly outline the client’s priorities that usually change on an on-going basis.

•    Provide support in research and resolution of non-routine problems and inquiries.

•    Interface with clients to determine present and future needs and discusses progress toward solutions.

•    Coordinate with clients and other appropriate areas to ensure clients are properly serviced, paperwork is properly executed, and all operational arrangements are in place to service assigned client portfolios.

•    Prepare and delivers oral and written proposals and makes recommendations to client.

•    Manage marketing and maintenance activities for all PHEAA programs that may include, but not limited to, remote servicing, back up servicing, and/or full servicing, secondary market services, disbursement services, product development, quality assurance, client invoicing, analyzing and approving amendments/modifications to contracts, problem avoidance, and trouble shooting.

•    Identify additional opportunities to provide more services or other resources to clients and refer to manager for consideration. 

•    Responsible for correct client fee billing (set up and quality monitoring), monitoring and maintaining revenue generation (i.e. pricing changes, increases due to Consumer Price Index, new business, special requests, servicing system changes, audit fees, reporting requests, special mailings and miscellaneous staff charges).  

Analysis/Planning 

•    Organize, prioritize, and analyze multiple client requests including contractual changes and new contract requests, and needs, develop solutions, and make recommendations for review by leadership team.

•    Create, analyze and present, as required, reports regarding specific client issues, on a time-critical basis.

•    Prepare detailed analysis of business issues and opportunities.

•    Review work through reports and discussion and provide guidance on problem issues to internal staff as well as clients.

•    Attend project meetings and provide related project support.  May act as project manager for incoming new business opportunities. 

•    Plan, organize, and conduct client visits to PHEAA.
 
OTHER DUTIES RESPONSIBILITIES  

•    May mentor less senior client relationship managers.

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

•    Assist Senior Client Relationship manager with clients when needed.

•    May create, provide input, coordinated and in some cases write Servicing Guidelines used as exhibits to Legal Servicing Agreements to include client specific and internal processes.

•    Provide input to internal procedural documentation for Loan Sale Process, Lender System Set Up and Billing Invoice Review Procedures.

•    Other duties as assigned.

Required Skills

EDUCATION AND EXPERIENCE Minimum Qualifications: Two to five years of related experience or any equivalent combination of training, experience, and/or certification(s).

•    Proficient knowledge of the higher education finance industry and PHEAA operations (e.g. student loan guaranty, disbursements, loan servicing, asset management reporting, financial management, payment processing, bank account management, technologies used in provided services).

•    Professional behavior and demeanor appropriate for interaction and communication with all internal and external contacts.

•    Proven excellent written, oral communication and presentation skills.

•    Demonstrated excellent project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously.  

•    Understand the nuances of effective communication.

•    Proficient with Microsoft Office. 

•    Demonstrated strong organizational and time management skills.

•    Proven attentive and active listening skills.

•    Demonstrated ability to develop and promote effective working relationships.

Preferred: Marketing and sales experience, Bachelor’s degree in Business Administration. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

•    Perform work required for this position in an office environment.

•    Remain sedentary for extended periods of time.

•    Business travel required.

•    This position may require 24 X 7 X 365 on-call rotation as required for extenuating business circumstances.  On-call requires carrying a cellphone and responding to calls within the agreed upon timeframe set within PHEAA’s standards.  Internet connectivity from home is required as part of the on-call rotation.

•    Must be able to use a personal computer.

•    Must have excellent communication skills both written and verbal.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

•    Ability to influence without direct authority.

•    Ability to manage and prioritize multiple assignments and competing priorities in a fast-paced environment. 

•    Ability to work effectively in a team environment.

•    Ability to promote and support a consistent, professional, customer focus.

•    Ability to exercise judgment and discretion in developing, applying, and interpreting regulations, guidelines, contracts, client billing and procedures.

•    Ability to assemble, correlate, analyze facts and devise solutions.

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

EDUCATION AND EXPERIENCE Minimum Qualifications: Two to five years of related experience or any equivalent combination of training, experience, and/or certification(s).