Borrower Services / Account Resolution Specialist

Administration Associate

Join IonTuition's Administration team and help make a difference for students and alumni. As an Administration Associate, you will be responsible for managing borrower correspondence and account maintenance activities while ensuring compliance with company policies, regulatory requirements, and service level expectations. This role serves as a key point of contact for borrowers, credit bureaus, attorneys, and authorized third parties, handling account research, verification requests, disputes, bankruptcy-related inquiries, name changes, power of attorney (POA) documentation, and other account servicing functions.

The ideal candidate is detail-oriented, customer-focused, and capable of balancing multiple priorities while maintaining confidentiality and accuracy.

Primary Duties and Responsibilities

• Borrower Correspondence
  • Respond to written and verbal borrower inquiries regarding account status, payment history, account ownership, and servicing matters.
  • Prepare and send correspondence related to account verification, payment history requests, payoff information, and account updates.
  • Research and resolve borrower concerns in a timely and professional manner.
  • Maintain accurate records of all borrower communications and account actions.
• Credit Bureau Disputes
  • Investigate consumer disputes received directly from borrowers and through credit reporting agencies.
  • Review account documentation, payment records, and reporting history to determine dispute validity.
  • Coordinate corrections and updates to credit bureau reporting when appropriate.
  • Ensure all dispute investigations are completed within regulatory timelines.
• Bankruptcy Processing & Verification
  • Review and process bankruptcy notifications and related legal documentation.
  • Verify bankruptcy status through court records and approved resources.
  • Update servicing systems and account records to reflect bankruptcy filings and status changes.
  • Coordinate with legal, compliance, and servicing teams to ensure proper account handling.
• Account & Payment Verification
  • Process requests for payment history verification and account verification.
  • Research account information and provide accurate documentation to authorized parties.
  • Validate account ownership, balances, and transaction history as needed.
  • Support audits and compliance reviews by providing requested account documentation.
• Name Changes & Account Maintenance
  • Review and process borrower name change requests and supporting documentation.
  • Update account records to ensure accurate customer information.
  • Maintain documentation and audit trails for all account changes.
  • Assist with other account maintenance activities as assigned.
• Power of Attorney (POA) Processing
  • Review and validate Power of Attorney documents for completeness and acceptability.
  • Verify authority and documentation requirements before granting account access.
  • Update account records to reflect authorized representatives.
  • Ensure compliance with company policies and applicable regulations regarding third-party authorization.
• Compliance & Documentation
  • Maintain compliance with federal, state, and company servicing regulations.
  • Ensure all account actions are properly documented and supported.
  • Adhere to privacy and information security requirements.
  • Participate in quality assurance reviews and process improvement initiatives.

Essential Qualifications

• Strong understanding of consumer account servicing practices and regulatory requirements.
• Knowledge of Fair Credit Reporting Act (FCRA), bankruptcy procedures, and consumer finance regulations preferred.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Exceptional attention to detail and organizational skills.
• Ability to handle sensitive and confidential information with discretion.
• Proficiency with Microsoft Office and servicing/account management systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain a quiet, distraction-free work from home environment
• Occasional local travel to in-person meetings

Why Join Our Team?

IonTuition is an employee-driven organization where honest open communication and feedback is embraced. Our management team consists of individuals who have been promoted within. As an Associate, you can also look forward to:

• Competitive benefits package including:
  • Medical Benefits through BCBS
  • Dental Benefits through DeltaDental
  • Vision Benefits through DeltaVision
  • Flexible Spending Account
  • Short and Long term disability
  • Life Insurance
  • 401(k)
• Advancement opportunities
• Work from home
• Company provided equipment

Education and Experience: High school or equivalent, 1-3 years corporate administration, accounting, or borrower services experience.

Salary: starting at $21.00 depending on experience

Job Type: Full-time