Account Adjustment Specialist (remote) Hendersonville, TN

Job Summary:

Central Research is actively seeking an Account Adjustment Specialist to support our Federal Government contract in Hendersonville, TN. The Account Adjustment Specialist will review student loan balances and conduct account adjustments, reconciliations, process payments, and ensure the customer’s loan balance is accurate.  They will be required to provide tax reporting, monthly billing statements, verify program eligibility and provide support for all student loan servicing programs. They will deliver superior quality customer service, meet quality assurance requirements, while adhering to all state and federal regulations.

Compensation & Health and Welfare:

Account Adjustment Specialists earn $18.50 per hour. In addition, the employee will earn $4.93 per hour paid (capped at 40 hours per week) in Health and Welfare. If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental and vision premiums. This means the company is paying the employee’s medical, dental and/or insurance premiums.

Work Location:

These positions are currently remote (work from home). To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility in Hendersonville, TN. The reason for this is the employee is expected to pick up their equipment and PIV card/credentials, come into the facility whenever the equipment must be repaired or replaced, return their equipment to the facility at the end of their employment.
 

Training:
New hires will be trained to understand federal regulations and company policies and the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry. Employees must be fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks.
 
The hours of training are 8am to 5pm (Central Time), Monday through Friday.
 
After Training has been completed new hires will be assigned a 40-hour scheduled shift during operational hours.  Applicants should understand that by submitting their application, they agree to be available for an assigned shift during any of the times below, or at the discretion of CRI, and that the employee may not be able to select their preferred schedule.

Contact Center hours of operation:
 
• Monday through Friday:  7am – 4pm Central Time or
• Monday through Friday:  8am – 5pm Central Time

Essential Responsibilities & Job Duties:

• Record transactions and adjustments by posting, monitoring, and verifying data, and computerized records.
• Audit and review loan balance data, make account adjustments to consumer’s student loan accounts, process reconciliations, and payments.
• Conduct a variety of student loan balance reconciliations.
• Assist with processing Direct Loan Consolidations.
• Adhering to applicable policies and Federal and State regulations.
• Providing reporting on multiple program requirements.
• Access and gather data from multiple databases.
• Process on and off boarding of student loan transfers.
• Proper servicing of borrower accounts through the processing and completion of internal requests via IDQ (intra-department queues) and e-mail requests from internal departments and Customer Service Representatives.
• Ensures the highest levels of privacy and security to protect our customers and business partners while providing exceptional customer service.
• Assist with borrower program concerns, operational requests, account adjustment needs, or other compliance concerns arise.
• Obtain production and compliance goals.
• Report any compliance issues to leadership.
• Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations.
• Demonstrate reliability through attendance and promptness.

Minimum Requirements (Education and Experience):

• High School diploma required.
• 12 months experience in administrative support in the accounting, banking, lending, or student loan industry.
• 12 months computer experience in a business environment.
• Understanding of the basic principles of accounting.
• Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows:
  - Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
  - Must be a US Citizen
  - Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance
  - Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance.
• Qualified applicants must reside within a 75-mile radius of Hendersonville, TN 
• Current CRI employees or employees of subcontractors are not eligible to apply at this time.
  

Preferred Requirements (Education and Experience):

•  Bachelor's degree in accounting, Finance or Business.
• 12 months of experience working on a student loan contract.
• 12 months of experience working in a Call Center.
• 12 months of experience with Microsoft Office (Outlook, Word, Excel, and OneNote).
• Experience reviewing contracts and application documents for completion and accuracy.
• 12 months of working in payment processing or performing accounting functions, balancing, and reconciling financials.

Minimum Requirements (Knowledge, Skills & Abilities):

• Work independently in a remote environment.
• Excellent communication skills, both written and verbal
• Outstanding attendance and punctuality.
• Detail-oriented and capable of multitasking with excellent time management.
• Ability to work effectively both independently and as part of a team.
• Proficiency in using customer support software and Microsoft Office Suite.
• Strong computer skills (basic trouble shooting, fast and accurate typing, and using web browsers).
• Ability to adjust quickly to changing business needs.
• Must possess reliable high-speed internet using a hard-wired ethernet connection.
• Must possess reliable transportation to a CRI facility throughout the course of employment.
• To qualify, an applicant must pass an online customer service assessment test.

Equal Opportunity Employer:

Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster can be found here:  https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

NOTE:  This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.  It is intended to describe the general nature and work responsibilities of the position.  This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.   

We are currently unable to consider applicants residing in California, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding.