Account Resolution Representative

Adtalem

At Adtalem Global Education, we seek to empower students and members to achieve their goals, find success and make inspiring contributions to our global community. Adtalem is a leading healthcare educator that partners with organizations to proactively address future workforce needs and empowers career development with access to world-class academic curriculums, certifications and training programs across the medical and healthcare industries.

Adtalem institutions and companies include: American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine, and Walden University. (NYSE: ATGE; member S&P MidCap 400 Index) For more information, please visit adtalem.com.

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Opportunity at a Glance

In a fast paced, goal-oriented department, the Account Resolution Rep position will support our Financial Account Management and Account Resolution teams, with servicing and collecting out of school inactive student accounts that have tuition balances still owed to our institution. This position is responsible for oversight of either individual assigned accounts or accounts assigned to the team.  This role will have primary responsibilities in making outreach to students, handling inbounds and responding to student inquiries to negotiate and structure payment plans within our departmental authority. Your main goal will be to service students and to increase monthly recoveries by decreasing accounts in late-stage delinquency post charge-off. Some accounts, may require special handling by answering questions as it relates to balance discrepancies, helping students that want to re-enroll that have financial holds and working with other areas to solve issues. This colleague is charged with being a role model for the organization's TEACH values and fosters a culture of CARE consistent with organization's mission, vision, and purpose.

Responsibilities

• Manage a portfolio of assigned student accounts, some of which may be complicated or unique, to ensure payment is received; this may include research, validating data, and/or working with other departments.
• Collect payments from students on open receivable balances and negotiate mutually acceptable payment plans within approved guidelines in a timely manner.
• Receives incoming calls and makes outbound collection calls to encourage payments and resolve outstanding past due balances to avoid further delinquency or charge-off.
• Enter detailed documentation of all outcomes in our record keeping system.
• Accountable to reduce delinquency for assigned accounts.
• Deliver on expected monthly department/individual goals and meeting daily activity metrics (KPI).
• Establish and maintain an effective, collaborative, and cooperative working relationships with stakeholders and other key departments to deliver optimal results.
• Provide exceptional customer care to students and colleagues by accepting/taking ownership of issues and questions.
• Possesses knowledge of applicable collection, credit and finance laws pertaining to the higher ed industry.
• Complies with all SOX controls, external regulations and internal policies and procedures.
• Identifies solutions for continuous improvement to existing processes and actively. participates in the roll-out and execution of process changes.
• Participates in team meetings, special projects, and user acceptance testing.
• Assist with training new colleagues.
• Performs other duties as assigned.

Education

• High School Diploma required with some college Preferred.

Experience

• 2 plus years’ experience in consumer collections required, preferably with student loans, or in substitution; 2 plus years’ experience in an advising, admissions or a student facing role in Higher Ed.
• Proficient computer skills in Excel, Microsoft word, and various Microsoft Office products.
• Experience with Banner, Salesforce, payment platforms and various collection systems highly preferred.
• Experience working remotely in a similar environment.

Knowledge/Skills/Abilities

• Strong understanding of collection processes, balance reconciliations and ability to manage this process.
• Independent problem-solving analysis and decision-making skills.
• Great attention to detail and accuracy.
• Ability to work independently as well as function as part of a team.
• Exemplary customer service skills.
• Able to manage a heavy workload and effectively able to balance conflicting deadlines and change management in a fast-paced ever evolving environment.
• Effective negotiating skills.
• Ability to perform account balance reconciliations with exceptional mathematical skills.   
• Excellent written and verbal communication skills.
• Attention to detail and strong time management skills.
• Ability to always maintain professionalism regardless of situation.
• Must be able to think logically and have analytical abilities to handle and manage complex data or situations to bring solutions.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $16.65 and $27.36. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• 15 Days of Paid Vacation Days each Calendar Year
• 12 Paid Holidays + 2 floating holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/us/en/benefits.
  
   

We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.