The role of the Processing Representative is to provide superior quality when processing each transaction. This includes following all ECSI processing policies and accurately completing transactions in a timely manner while also complying with federal student loan regulatory policies and procedures.

The Processing Representative will also participate in team activities to support the ECSI service initiatives

Essential Duties and Responsibilities

Must be able to work independently on tasks assigned to you on a day by day basis

Must be able to perform all aspects of Basic Production including : sorting and distributing incoming mail utilizing the Global Search function to identify and route mail accurately when necessary

Responsible for learning, understanding and applying all student loan regulations, policies and procedures and passing regulation certification

Ability to utilize the following areas of SAL to research and resolve client issues : Primary window, memo, history, prior bills / billing history and credit bureau reporting.

Follow-up as required to ensure customer satisfaction

Responsible for answering inquiries from all customer access channels regarding basic loan / account information

Process all paperwork and adjustments received accurately to keep borrower accounts current including deferment, forbearance, cancellation, AmeriCorps, Loan Verification forms, and E-Oscar

Process loan intakes on behalf of the Department of Education

Utilize the Employee website to view scanned images to answer questions about submitted paperwork, view Electronic Bills and Current Account Balance screens to assist with payment questions and access historical information to check the status of electronic check and credit card payments

Responsible for continually updating personal knowledge of changes to company products / services, technology, regulations and policies and procedures, and call center practices and policies

Participate in training to improve skills, performance levels and overall personal development

Consistently exceed set performance standards for service quality, accuracy and volume. Work with supervisor to jointly set performance goals and determine methods of improving performance

Consistently meet established standards for adhering to shift, break, and lunch schedules to support production goals

Excellent interpersonal and motivational skills

Innovative and highly motivated self-starter

Ability to work with minimum supervision

PC literacy

Detail oriented

Ability to read, analyze, and interpret Federal loan regulations and multiple, moderately complex internal support documentation platforms

Last updated : 2024-07-09