Operations Specialist

Under direct supervision, performs accurate and timely processing of all bankruptcy function and correspondence in accordance with federal and organizational procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Reviews incoming bankruptcy documents via an electronic image, makes determination using established department procedures on next step actions and impact on affected accounts

Protects accounts and ensures that all collection activities are suspended during an active bankruptcy proceeding

Files Proofs of Claims and Notices of Assignments with bankruptcy courts; both electronic and manual filings

Researches accounts to determine loan status, claim paid type and dischargeability

Identifies, researches and initiates refund requests on accounts that are eligible for refund and/or discharge

Maintains up to date knowledge of IRS Offset policies and refund protocol

Reviews and proofreads various court and bankruptcy related documents for language that may adversely impact ECMC

Responds to incoming telephone calls (regarding both ED and ECMC accounts) from borrowers, trustees, courts, and attorneys providing detailed loan information and answering questions concerning student loan regulation/Common Manual policy, and bankruptcy code

Maintains clear, concise and accurate documentation of all action taken on borrowers accounts, including calls received

Researches, analyzes and reconciles loan balance discrepancies and disputes

Maintains accurate knowledge of bankruptcy laws, privacy acts, and regulations affecting student loans

Maintains up to date knowledge of the differences between ED and ECMC policies and procedures concerning bankruptcy and student loan accounts

Complies with all ECMC Group Policies

Performs other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

High School or GED, post-secondary degree preferred

2+ years customer service and/or customer inquiry assistance in an office/business environment experience

1+ years of experience in the banking, finance, insurance, mortgage, or student loan industry preferred

KNOWLEDGE, SKILLS and ABILITIES

Detailed oriented

Demonstrated strong analytical and critical thinking skills with the ability to analyze, identify, and solve problems using sound judgment. Knows who to involve and takes appropriate action

Effective written and verbal communication skills

Basic knowledge and skills working in a computer based office suite environment; Microsoft Windows or Mac Office

Knowledge of the student loan industry, past loan or financial experience

Ability to manage conflicting priorities and handles multiple tasks/projects concurrently

Displays and promotes high standards of ethical conduct and behaviors consistent with organizational and government standards

Ability to consistently carry out job responsibilities

Ability to navigate website and upload images preferred

SUPERVISION/CONTACTS :
Reports to – Mgr Bankruptcy

Direct Reports –N/A

WORK ENVIRONMENT

Office: Work is normally performed in a typical interior/office environment that requires normal safety precautions (such as in typical office or administrative work).

PHYSICAL DEMANDS

Sedentary work: Job involves sitting most of the time; walking, lifting, bending, standing etc. may be minimally required.

TRAVEL

Rarely if at all – less than 10% of the time.

ADDITIONAL PERTINENT INFORMATION :
Required to work normal hours to successfully perform the job responsibilities

Capable of working at a computer for several hours at a time

The noise level in the work environment is usually quiet to moderate