Case Management Specialist

Case Management Specialist

The Community Service Society (CSS) is an independent, not-for-profit organization that has been at the forefront of public policy innovations supporting low-income New Yorkers for more than 180 years. CSS operates programs that help individuals access essential benefits, navigate complex systems, and improve their financial well-being.

The Education Debt Consumer Assistance Program (EDCAP) provides counseling and support services to individuals navigating the student loan system. EDCAP helps borrowers understand their repayment options, avoid delinquency and default, and successfully manage their student loan obligations. As the program expands its contact center operations, EDCAP seeks to provide accessible, high-quality borrower support through phone, chat, and other communication channels.

The Case Management Specialist serves as a frontline point of contact for borrowers, providing general guidance, responding to inquiries, conducting intake and outreach activities, and connecting borrowers with appropriate resources.

Job Responsibilities:

• Respond to borrower inquiries via phone, chat, email, and other communication channels, providing general information on student loan topics.
• Conduct intake and assess borrower needs, identifying situations that require referral to Student Debt Counselors or other specialized staff.
• Assist borrowers with basic application steps and document collection using established procedures and workflows.
• Conduct outbound calls and follow-up activities, including outreach to borrowers who may be delinquent or in default on their student loans.
• Upload borrower lists provided by higher education institutions into Salesforce, assign cases to outreach staff, and ensure accurate tracking of outreach activities and progress.
• Carry out structured outreach to borrowers on assigned lists, including making multiple call attempts, sending follow-up communications by email, text, or mail, and preparing outreach materials such as postcards when needed.
• Generate periodic reports summarizing outreach outcomes, borrower needs, contact rates, and program performance metrics.
• Accurately document all borrower interactions, case activities, and outcomes in Salesforce and other internal systems.
• Follow established scripts, workflows, quality assurance standards, and program protocols to ensure consistent and high-quality service delivery.
• Support outreach campaigns through borrower engagement, follow-up activities, and case management support.
• Identify recurring borrower concerns, operational challenges, or systemic issues and escalate them appropriately to supervisors.

Job Qualifications:

• Associate or bachelor's degree, or equivalent experience
• Experience in customer service, call center, or client support roles
• Strong verbal communication and interpersonal skills
• Ability to follow structured workflows and protocols
• Strong attention to detail and organizational skills
• Proficiency in Microsoft Office; CRM experience a plus
• Ability to provide information in a fair and culturally appropriate manner
• Interest in personal finance or student loans preferred
• Ability to work in a fast-paced, high-volume environment, managing multiple borrower interactions across channels.

Salary and Benefits: This position is union represented by local 1199 SEIU with an annual salary of $75,196.00 including comprehensive medical, dental, and vision coverage provided by 1199. Community Service Society provides an employee benefit package including 403b retirement savings plan, defined benefit retirement plan, commuter benefit plan, EAP, and more in addition to a robust paid time off policy.

Physical Requirements: Office work that requires sitting, use of a computer, answering phone calls, participating in virtual meetings, and other standard office functions.

CSS currently offers a hybrid work environment requiring onsite work at CSS' office at least two days per week and three days per week remote work. CSS will provide all equipment necessary to perform the job from home, but the employee must have their own wired internet connection.

CSS is an Equal Employment Opportunity/Affirmative Action employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, military status, or any other characteristic protected by applicable federal, state, or local law.

CSS complies with all applicable federal, state, and local laws governing employment, recruitment, and hiring.