Customer Service Representative / Collection specialist

Job Description

Position: Customer Service Representative / Collection specialist

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Location: Indianapolis, IN 46240 & Newark, DE 19713 (open for 2 different location)

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Duration: Full-time role.

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Client: Sallie Mae Bank

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Schedule: 40 hours/week (Shift assigned after training)

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Salary & Benefits Confirmation:

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The position offers an annual salary of $41,000 , along with full-time benefit (including healthcare, PTO, and other standard benefits).

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Work Schedule

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• 40 hours per week.
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• Hybrid schedule: 2 days onsite, 3 days remote.
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• Shift assigned after training based on business needs:
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• 8:00 AM – 5:00 PM
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• 10:00 AM – 7:00 PM
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• 12:00 PM – 9:00 PM
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Position Overview:

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Sallie Mae is seeking motivated Collections Specialists to join their team in Newark, DE. This role is responsible for managing delinquent accounts, working with customers to resolve outstanding balances, and helping borrowers identify suitable repayment options. The ideal candidate will possess strong communication, negotiation, and customer service skills while maintaining compliance with company policies and federal regulations.

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Key Responsibilities:

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• Manage a portfolio of delinquent customer accounts.
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• Contact customers via phone, email, and written correspondence regarding past-due balances.
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• Negotiate payment arrangements and assist customers with repayment solutions.
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• Document all collection activities, customer interactions, and payment commitments accurately.
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• Provide professional and empathetic customer service while handling sensitive financial conversations.
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• Utilize skip-tracing tools and research techniques to locate customers when necessary.
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• Ensure compliance with company policies, federal regulations, and collection laws.
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• Meet productivity, quality, and performance expectations.
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Required Qualifications:

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• High School Diploma or equivalent.
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• Strong verbal and written communication skills.
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• Excellent negotiation and problem-solving abilities.
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• Ability to handle challenging conversations professionally and respectfully.
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• Strong organizational and time management skills.
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• Basic computer proficiency, including Microsoft Office applications.
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• Flexibility to work assigned schedules, including evenings and weekends if required.
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• Ability to obtain any required collections licensing upon hire.
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Preferred Qualifications:

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• 0–1 year of collections, customer service, call center, banking, financial services, or related experience.
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• Experience using CRM systems, collections software, or customer account management tools.
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• Knowledge of debt collection practices, compliance requirements, and financial services environments.
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