Client Account Representative

Job Description

Job Description

Title Client Operations Representative

Standard Hours 40

Primary Location Office in San Antonio, Texas

Reports to COO Division, VP of Operations, Director of Operations

Job Description

The Client Operations Representative is instrumental in providing front line support and strengthening the relationship among the credit unions, Student Choice, and its vendor-partners. The Client Operations Representative assists in problem solving with answering portfolio-related questions, providing requested documentation to clients, ensuring client access to service provider systems, ensuring clients’ needs are addressed in an efficient manner. The Client Operations Representative maintains ongoing communications with teammates, internal stakeholders, CUSC’s clients, and vendor partners. This includes, but is not limited to, completing day-to-day tasks through the ticket system and working special projects. This position is responsible for accurate and efficient daily productivity and quality expectations.

Responsibilities

Client Relationship Management

• Act as the main day-to-day contact for assigned credit union clients

• Build strong, trusted relationships by understanding each client’s goals, processes, and member needs

• Respond to client inquiries and requests in a timely, professional manner

Program & Account Support

• Coordinate with internal teams (member support, compliance, servicing, technology, etc.) to resolve client and borrower/member issues

• Track, document, and follow up on open items to ensure timely resolution

Borrower/Member Experience

• Assist with escalated borrower/member inquiries related to student loan products and servicing

• Ensure communications and processes align with a high standard of member service and regulatory expectations

• Identify trends or recurring issues and proactively recommend improvements

Administration & Process Improvement

• Assist with data requests, audits, and compliance-related activities as needed

• Contribute ideas to improve internal workflows, client experience, and operational efficiency

• Help document procedures and best practices in a growing organization

Qualifications

• High School Diploma or GED, Associate’s Degree/Bachelor’s Degree or equivalent work experience

• Student lending, financial aid or credit union experience strongly preferred.

• Ability to succeed in a high-volume, fast-paced environment.

• Excellent written and verbal communication skills

• Self-motivated and able to track, prioritize, and ensure completion of multiple concurrent tasks.

• Excellent people skills

• Organized, with keen attention to detail and follow-up.

• Proficient with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

• Prior home office work experience preferred.

• Ability to manage and safeguard confidential and proprietary information.

• Exhibit superior professionalism and style in internal and external communications.

Work Conditions

• Sitting for extended periods of time

• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.

• Physically able to participate in training sessions, presentations, and meetings.

• Some travel may be required for the purpose of meeting with management, clients, and vendor unit business leaders.

EEO/AA