Commercial Loan Lead

Customer Service / Support / Operations

Harrisburg, PA

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ID: 553-369

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Full-Time/Regular

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Salary: Grade 5 ($47,883.00-$72,189.00)

Shift: Monday through Friday 12:00 PM -9:00 PM Hybrid 2 days a month

Location: PHEAA Headquarters 1200 North 7th Street, Harrisburg, PA 17102

Department: AES Contact Center

JOB PURPOSE AND SUMMARY

This role is responsible for providing call, processing, and skill development assistance to commercial loan agents. This position requires extensive knowledge of Title IV and Private loan program requirements and an in-depth understanding of applicable federal and state laws and regulations, department policies and procedures. This role provides guidance and mentorship to agents within the AES Contact Center. Interactions with customers and team members may be through telephone, email, chat or written communications.

PRIMARY DUTIES AND RESPONSIBILITIES

Guidance and Support

• Provide team and department support by assisting with floor call handling, processing assistance, and coaching.

• Assist staff to work through operational or system-related issues as they happen on a departmental or inter-departmental scale.

• Team liaison for requests that require assistance from other departments to resolve.

• Responsible for providing recommendations for process or system enhancements or improvements.

• Support the business unit (such as customer calls, making complex adjustments, or other loan servicing activities) as necessary.

• Monitor quality assurance scores, After Call Work, Adherence, and Agent Effectiveness of team and make recommendations for improvement.

• Support manager/supervisor with team development/improvement.

• Handle complex, unusual situation calls independently and with professionalism.

• Provide consultation for account questions based on a higher-level of knowledge and experience.

• Address and resolve moderately complex issues with accounts.

• Perform call observations for applicable clients timely.

• Conduct quality reviews on outgoing correspondence prepared by department employees.

Mentoring

• Provide coaching and quality assurance feedback to AES Contact Center staff to ensure that regulations and compliance are met as well as AES standards for quality and customer service.

• Provide training and mentoring to less experienced members of the team

• Provide regular feedback to contact center staff based on soft skill call quality reviews.

• Provide support to those trained in a new skill.

Process Improvement

• Identify broader training needs for individuals and the team and communicate these needs to department management and supervisors.

• Identify trends in department workflow and in the accuracy and efficiency of the department’s work.

• Identify trends and recommend problem prevention strategies for department consideration.

• Identify opportunities and recommend solutions for improvement of procedures and processes.

• Review control reports for areas that need improvement at the representative, team, and department level.

OTHER DUTIES AND RESPONSIBLITILES

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

• Other duties as assigned.

Required Skills

QUALIFICATIONS

EDUCATION AND EXPERIENCE Minimum qualifications: Expert knowledge of Title IV and Private loan program requirements and an in-depth understanding of applicable federal and state laws and regulations, department policies and procedures AND;

Twenty-four (24) months of progressively complex work in a Commercial Loan contact center environment or Commercial Loan family OR;

Associate’s degree OR any equivalent combination of experience and training.

ESSENTIAL DUTIES AND RESPONSIBILITIES

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

• Perform work required for this position in an office environment and/or via remote or hybrid arrangement.

• Must be able to communicate effectively using a variety of methods including telephone, email, chat and written communication.

• Receive inbound and make outbound calls for length of shift (company issued, over the ear headset).

• Remain sedentary for extended periods of time.

• Must be able to be on feet for extended periods of time.

• Must be able to use and maintain keyboarding skills.

• Must be able to use a personal computer.

• Must be able to use basic math skills.

• Must be able to use basic office equipment (fax machine, copier, telephone, printer, etc.)

• Must be able to work overtime as required.

• Must be able to have regular and predictable on-site attendance; highly interactive role.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to demonstrate role model behavior to enable success in all aspects of team and individual performance.

• Comprehensive understanding of the student loan industry and advanced and detailed understanding of department’s processes.

• Ability to set a good example to enable success in all aspects of team and individual performance.

• Ability to understand department’s internal processes, procedures and standards.

• Ability to understand internal and external borrower information systems.

• Ability to understand appropriate Federal, Commonwealth or departmental procedures and how to apply them in order to provide effective customer service.

• Ability to understand commercial client contracts and requirements.

• Ability to understand of Agency policies, procedures, and operations.

• Ability to communicate clearly and effectively. Provide information clearly either through oral communication or through written correspondence.

• Ability to work effectively in a results-oriented environment.

• Ability to work effectively in a team environment.

Reasonable Accommodation For Disability:

Any employee, who believes that a reasonable accommodation is required for purposes of federal or state disability law, is required to contact Human Resources Business Partner to begin the interactive exchange process.

The information provided in this job description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees, assigned to this job. Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time. This job description is not an employment agreement or contract.

Required Experience

Expert knowledge of Title IV and Private loan program requirements and an in-depth understanding of applicable federal and state laws and regulations, department policies and procedures AND;
Twenty-four (24) months of progressively complex work in a Commercial Loan contact center environment or Commercial Loan family OR;
Associate’s degree OR any equivalent combination of experience and training.

This position is located at 1200 N 7th Street, Harrisburg, PA. View the Google Map in full screen.

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