Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

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Account Assistor, Student Loan
Job Code:2019-20-4-006
Location:San Angelo, TX
Status:Regular Full Time

A Customer Service career opportunity with base pay, bonus programs and competitive benefits!  

Start your first career, or a new career, with a company that is dynamic, fast-paced and fun like a start-up, but with the backing of a profitable public company with a history of growth. Performant is a market leader that delivers analytics, audit and recovery services for healthcare, government and student loans.  We’re more than brick and mortar – we are about helping people.

As a Student Loan Account Assistor you will apply strong verbal communication skills, careful attention to compliance and details, and great customer service to assist our client’s student loan account holders.
-Locate and contact account holders;
-Educate account holders on options and assist them with their account; and
-Follow through will applicable action and documentation to support account holders.

Why you’ll want to join
-Starting hourly base of $15.72/hour after successfully passing 90-day introductory period and meeting all requirements to obtain required state licenses, government clearances. 
(Note: company facilitates processes for requires licenses and clearances)
-PLUS monthly bonus opportunities (based upon client assignment)
-Comprehensive and competitive benefit programs. While actively working Government-based SCA qualifying client contract, eligible for fringe benefits calculation (may result in supplemental fringe wage depending on individual benefit election)
-Paid training 
-We offer flexible schedules and overtime is not required in this position
-Be part of a team that works hard and celebrates achievement - People are the key to our success. 

Performant offers a competitive benefits package:
-Core health benefits- Medical, Dental and Vision
-Company-paid Life and AD&D
-Other optional health benefit programs include supplemental Life, AD&D, short-term and long-term disability, 
-Identity Theft and Flexible Spending Accounts
-Additional benefits paid by the company
Employee Assistance Plan 
Health Advocate Services 
Beyond Work discount products and services
-10 paid holidays
-Paid sick leave time
-Paid vacation time
-401K program
-Restricted Stock Incentive programs
-Additional benefit programs as well as individual and team-based contests!

What you have
Do you have positive energy?  excellent verbal communication and customer service skills?  keen attention to compliance and detail? solid office technology skills?  and learn and adapt quickly? . 

If so, and you share our commitment to high performance, quality, reliability, and continuous improvement with keen understanding that it’s all about people, then you’ll fit right in!

This may be the right opportunity for you – see the additional detail below and Apply today!

What you will do
The Student Loan Account Assistor is assigned accounts with a government client student loan focus (after obtaining all required licenses and government clearances).  Prior to being eligible for government assignment, will be trained and be assigned to other clients, which may change from time to time during the pre-assignment transitional period. 

The focus of the position is to locate and contact our client’s student loan account holders with defaulted status, communicate and education account holders, and initiate applicable action and documentation based upon the account holder elections in accordance with client statement of work.  Specific processes and procedures based upon specific government client assignment, or other client during pre-assignment transition period. 

Primary Duties
-Obtains and maintains all training, licensing and government clearances required for position  (is a condition of employment)*
-Learns, understands and appropriately applies assigned client and account type program(s), as well as regulatory requirements and rules.
-Uses references, other leads and a variety of company and client approved computer-based tools to locate good account holder contact information.
-Accurately updates company systems with clear appropriate information such as contact and updated demographic information, notes from contact dialog and attempts, arrangements make with account holders, as well as account status updates as applicable.
-Effectively follows scripts and other tools provided to communicate with, educate and assist account holders.
-Understand and gain agreement to account holder’s desired action and arrangement.
-Initiates activity based upon arrangement with account holder; follows-up and follows through accordingly to ensure documentation and activity is on-time and accurate in accordance with policies and procedures.
-Arrives to work on-time, works assigned shift(s), and maintains regular attendance in accordance with policies and procedures.
-Learns and complies with company and departmental policies, processes and procedures.
-Responsible for proactively utilizing resources and seeking clarity to ensure compliance with client requirements as well as applicable federal or state regulations.
-Successfully completes, retains, applies and adheres to content in required training as assigned including, but not limited to, production training, FDCPA, HIPAA, Privacy Act, Standards of Conduct and Conflict of Interest, Information Security, Employee Handbook, anti-harassment and other compliance and policy/ procedure trainings and requirements. 
-Consistently achieve or exceed established compliance and productivity metrics.
-Demonstrates Performant core values in performance of job duties and all interactions.
-Correct areas of deficiency and opportunity based upon feedback received from quality reviews and/or management.

*Hourly rate and any SCA fringe or other benefit is based upon specific pre-assignment transition requirements and assignment to specific government client. Company, Licensure, and Government clearance requirements include, but not limited to, no defaulted student loans, no tax liens, ability to pass pre-employment drug screen and periodic background checks during employment (such as criminal, credit, state, federal debarment lists, etc.) Obtaining and maintaining all requirements for government client assignment, including but not limited to licenses and government clearances are a condition of employment. Failure to successfully obtain and maintain licenses and government clearances will result in review for immediate termination of employment. If upon review based upon company business needs and individual compliance, performance and behavior an alternate position is available, any transfer opportunity would be based upon the base, bonus, benefit and other programs for the applicable position offered.  

Other Duties
*Performs other duties as assigned.
Required Skills and Knowledge:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Below are representative of the knowledge, skills, and abilities required.

-Obtains and maintains all training, licensing and government clearances required for position  (is a condition of employment)*
-Ability to work effectively in a fast-paced office environment performing multiple tasks cohesively
-Demonstrated ability to learn, apply and adhere to various requirements and strong compliance adherence 
-Excellent communication and interpersonal skills; ability to listen, be succinct and demonstrate positive attitude.
-Strong customer service skills with the ability to influence positive and informative dialog with account holders; handle challenging customer account holder conversations or conflict successfully with unwavering professionalism and service to a positive outcome.
-Strong skills using standard office technology; computer, various applications and navigation of on-line tools and resources, keyboard, mouse, phone, headset.
-Ability learned and apply knowledge from training from various methods  and formats (memos, classroom training, on-line training, meetings, discussions, etc.) and subject matter.
-Ability to learn and adhere to process, procedures, policies and regulations in the workplace.
-Ability to effectively perform work independently, and work cooperatively with others to promote a positive team environment.
-Self-motivated and thrives in a fast-paced dynamic environment.
-Ability to adapt quickly and transition effectively to changing circumstances, assignments, programs, processes.
-Ability to consistently perform job responsibilities and achieve or exceed established metrics and expectations.
-Demonstrates ethical, friendly, hard-working and proactive individual characteristics.

Physical Requirements

Job is in a busy standard office environment with moderate noise level, sits at a desk during scheduled shift, making outbound calls and answering inbound return calls using an office phone system; views a computer monitor, types on a keyboard and uses a mouse. Reads and comprehends information in electronic (computer) or paper form (written/printed).

*Sit/stand 8 or more hours per day; has the option to stand as needed while on calls; reach as needed to use office equipment
 *Consistently viewing a computer screen and types frequently, but not constantly, using a keyboard to update accounts
 *Consistently communicates on the phone with account holders, may dial manually when need or use dialer system; head-set is also provided
 *Occasionally lift/carry/push/pull up to 10lbs.
Education and Experience:

-High School diploma or GED
-12 months of relevant experience demonstrating requirements for the job
-Prior student loan account support a plus, but not required

Other Requirements
-Must submit to and pass background check. 
-Must not have any Federal or State liens resulting from County, State or Federal tax issues, or have any current defaulted student loans.
-Must not have non-favorable tax status -  on-time filing,  proper payment of taxes, and other factors in accordance with government entity parameters. 
-Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors.
-Must submit to and pass drug screen.
-Performant is a government contractor. This position is purposed for government client assignments subject to meeting specific requirements (*) including additional require additional licenses, background and clearance(s).

Job Profile is subject to change at any time.

Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.

Performant Financial Corporation is an Equal Opportunity Employer and is committed to creating a diverse environment.  All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.