Default Recovery Resolution Specialist

    Missouri Higher Education Loan Authority
    Chesterfield, MO 63005
    Full-time, Part-time
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    Job Description

    Job Description

    Looking to build-on or start your career with a financial industry leader? This is an opportunity, when excelled at, has proven to lead into various career paths throughout the organization. Looking to continue your education? You will also be rewarded for successfully completing college level credits towards a college degree with the assistance of a $12,000/year tuition reimbursement program.

    Position Overview:
    MOHELA (Missouri Higher Education Loan Authority), a nationally-recognized leader in student loan servicing, is currently seeking results oriented and individuals to work in a highly professional and fast-paced environment as a Default Recovery Resolution Specialist at our Chesterfield, MO Headquarters.  Default Recovery Resolution Specialist  make outbound calls and research portfolios via various skip tracing tools/techniques to reach out to a large volume of highly delinquent borrowers to resolve student loan accounts.  


    Pay:  $18.50/hr - $20.00/hr to start

    Hours:  9am-6pm Mon-Thurs; 8am-5pm on Friday 

    What You Will Do:

    Timely and accurately research and collaborate with various departments in order provide the best possible resolution to escalated situations. Parties of contact include but are not limited to borrowers, lenders, schools, references, co-signers, 3rd parties, borrower legal representation, guarantors, ombudsman, FSA personnel, BBB, CFPB, and congressional staff. 

    Essential Duties and Responsibilities:

    1. Communication-  Respond to account inquiries via phone and written correspondence which includes complying with all Federal, State and internal guidelines and policies which includes Security, Privacy Policies and student aid requirements. .
    2. Account Research/Analysis/Resolution/Final Review- - Respond to agency wide requests regarding complex problem accounts which cannot be resolved through normal agent activity. Specialists are required to advocate for each and every caller. Make recommendations to help improve our level of service. Also track and compile data to help identify gaps and make recommendations to prevent further delinquency and improve borrower satisfaction. 
    3. Delinquency Resolution and Default Prevention- Demonstrate effective delinquency resolution techniques when responding to incoming or outgoing calls to assist MOHELA in reducing the delinquency portfolio and recovery costs. In high delinquency situations utilize strong collection techniques to support all on-going collection efforts while attempting to reduce MOHELA and its partner’s cohort default rate issued by the Department of Education and the Cash Loan default/delinquency rate.
    4. Forbearance Approval: Field calls from the Contact Center to evaluate and approve additional forbearance requests. Must be able to provide exceptional customer service to present MOHELA in the best way possible.


    What Experience You Will Bring

    • 12 months of work experience in an outbound collections call center environment.
    • Preference for a college degree or some prior college coursework
    • A stable work history with an excellent attendance and dependability record
    • Fantastic verbal skills
    • Capability to exceed challenging expectations
    • A friendly speaking voice
    • Ability to understand and apply complex regulations
    • Solid data entry skills (30 words per minute)
    • Skilled in Microsoft Windows and Outlook


    MOHELA offers a comprehensive medical plan that includes prescription coverage for employees and their dependents. A health savings account is available for employees to save for the future or to pay current medical expenses. We share the cost of insurance premiums with our employees. Vision coverage is available at no cost and offers free eye exams, and discounts on glasses and contacts. Dental insurance offers preventive care, dental work, and orthodontics (for dependent children) at various coverage percentages. MOHELA offers an incentive for employees who waive MOHELA’s medical plan and obtain medical coverage with another group medical plan.


    And the clock starts now! Time off begins to build when your employment starts. We observe 6 holidays a year: New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving and Christmas. We also offer 4 Personal Holidays for you to use!

    You will receive at least 17 days of available time off in Personal Time Off (PTO) and Vacation benefits. The days roll over from year to year, if unused.

    Family is very important to MOHELA. Birth and adoption time off benefits are also available to employees.


    One of MOHELA’s core values is education. We support helping our employees and their dependents reach their educational goals. After 3 months of employment, you can qualify for up to $12,000 per calendar year in tuition reimbursement.

    401(k) Match up to 8%

    After you complete six months of service, MOHELA will match each dollar you contribute up to the first 8% of your salary. You can contribute up to 50% of your annual salary. It’s simple to contribute through payroll deduction. This benefit is in addition to the Pension Plan!


    MOHELA’s Pension Plan is designed to provide a monthly income to participants who meet the plan’s retirement requirement. All benefits are 100% funded by MOHELA – with NO cost to employees. Benefits are determined by the plan’s benefit formula, based on years of service.


    In addition to our comprehensive medical plan, MOHELA offers a comfortable working environment. From state of the art technology to the chair you sit in, MOHELA offers a variety of active workspace options, including Varidesk, Under Desk Elliptical Exerciser and Yoga Ball Desk Chairs. You can also stay healthy by visiting our on-site gym facility.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    We are an EEO/AA Employer. We do not discriminate in hiring on the basis of race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, protected veteran status, or any other characteristic protected by federal, state or local law.
    To build a diverse workforce, MOHELA encourages applications from individuals with disabilities, minorities and veterans.
    In compliance with the American Disabilities Act Amendment Act (ADAA), if you have a disability and would like to request an accommodation in order to apply for a position with MOHELA, please call please call 636.733.3700 x3571, TDD 7-1-1, or email

    Posting ID: 580042923Posted: 2020-11-02