Geneva Scales
Aurora,CO
Summary
Proficient Customer Service Specialist well-versed in assistance program options and regulatory requirements for student loan borrowers. Dedicated problem-solver with a well-organized and motivated demeanor destined for success. Professional with background in claims management, prepared to make significant impact. Skilled in assessing and processing claims accurately, resolving complex issues, and ensuring customer satisfaction. Effective team collaborator with focus on achieving results and adapting to changing needs. Known for analytical thinking, communication skills, and attention to detail.
Overview
10
10
years of professional experience
1
1
Certification
Work History
CLAIMS REPRESENTATIVE
DEPARTMENT OF EDUCATION- Nelnet Student Loan Services
12.2023 - 03.2024
- Inspected Chapter 7 & 13 bankruptcy documents for dismissal and discharged determinations
- Exceeded team expectations for Quality review metrics
- Ranked top 10% for excellence during training class
- Escalated accounts with invalid information
- Processed accounts for postponed payments and ceased collections
- Administered hold on accounts based on bankruptcy filings
STUDENT LOAN SPECIALIST I
CONVERSIONS Nelnet Student Loan Services
03.2020 - 12.2023
- Piloted projects for loan transfers to the loan database
- 7 years of loan servicing to which include loan transfers and repurchases
- Communicated with student loan lenders inquiring about loan information updates and repurchased loans
- Maintained loan repurchase documents as provided by guarantors & lenders
- Processed high-volume manual loads for Total & Permanent Disability Claims loans to include loan amounts, disbursements amount, forbearance holds, etc
- Monitored load transfers for errors before submitting financial documents to Accounting managers
- Finalized communications to report successful loan transfers
- Created loan disclosures schedule with monthly payment info and interest calculations
- Distributed workload for guarantor loan transfers to Conversions team
- Awarded Merit increase 3% annually for last 2 years
- Ensured that accounts were complete and accurate according to policy
- Assisted other departments such as Claims department with Default Aversion Assistance Request
- Expressed interest in assisting On-Boarding team with clearing errors
- Created accounts for rehabbed and repurchased loans, previously defaulted and Disability Claims accounts
- Assigned account numbers, membership IDs, for account creation onto the Nelnet system
- Transferred loan disbursement, capped interest, origination fee amounts for loan transfers
- Obtained and compiled copies of loan applicants' loan histories, financial quotes and other financial information
- Maintained and reviewed account records, updating and re-categorizing them according to status changes
- Developed and maintained relationships with customers, lenders and other third parties
EMAIL & CHAT ADVISOR II
CUSTOMER INTERACTION CENTER Nelnet Student Loan Services
10.2018 - 03.2020
- Assisted 100 borrowers via phone, email, and chat daily
- Stayed abreast of new types of loans, financial services and products to better meet customers' needs
- Counseled clients on requirements for Income-Driven Repayment plans, deferments, and forbearance
- Established payment priorities according interest savings and lower payments to reduce clients' overall costs
- Marketed repayment products to clients, promoting payment services meeting customers' needs
- Communicated with borrowers to obtain information for Income-Driven Repayment applications and to answer questions about process
- Calculated amount estimated payoff, remaining loan term and forgiveness options for debt liquidation
- Computed AGI income and explained requirements for Income-Driven Repayment eligibility
- Verifying privacy measures to mitigate risk accounts
- Independent work during evening hours assisting Customer Interaction Center queue via phone and/or chat
- Handled customer complaints and took appropriate action to resolve them
- Worked with clients to identify financial goals and to find ways of reaching those goals
- Assisted team members with accounts
- Communicated account history information, interest accrual and capitalization with student and parent borrowers
- Reviewed initial financial aid applications for completion
STUDENT LOAN ADVISOR I
NELNET STUDENT LOAN SE Nelnet Student Loan Services
10.2016 - 10.2018
- Thorough knowledge of Student loans including, interest accrual, and Department of Education rules and directives
- Counseled students and parents about financial aid options and program details
- Communicated with prospective students to illustrate available financial aid opportunities
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards
- Provided financial aid counseling to enrolled and prospective students
- Developed and maintained relationships with customers, lenders and other third parties
- Evaluated repayment plan application/requests and documents to verify accuracy and completeness
- Explained very technical financial information to applicants in easy-to-understand language minus financial jargon
- Proactively identified solutions for customers experiencing repayment issues
- Advised of payoffs for borrowers' loans, prioritizing control of interest costs
- Researched and updated industry knowledge on changing legislation and regulations
- Trained in Total & Permanent Disability assisting disabled borrowers and veterans with discharge options for student loans and updates on Total & Permanent Disability Claims
- Assisted borrowers with information about Nelnet practices to include repayment plans, auto debit incentives, etc
- Trained & troubleshoot borrowers with review of customer portal access to view loan information, payment schedules, etc
- De-escalated borrower issues and provided superior service
TECHNICAL SUPPORT REPRESENTATIVE III
Comcast Business
08.2014 - 09.2016
- Handled customer complaints and escalated issues
- Troubleshoot issues related to network performance and internet connectivity
- Offered customized services to large enterprises and corporate accounts
- Recovered accounts and restored services during localized outages
- Supported network hardware and operating systems
- Provided service-delivery support through webinars and conference calls
- Used monitoring tools to identify problem-prevention opportunities
Education
Some College (No Degree) - Project Management & Accounting
Some College (No Degree) - Accounting
Skills
- Data Integrity
- Attention to Detail
- Critical Thinking
- Eligibility Determination
- Records Management
- Organizing and Prioritizing Work
- Data Entry
- Proficient in Microsoft Office
- Some Medical Terminology through Coursera
- 10-Key Touch
- Account Management
- Reporting skills
- Skilled in Customer Service
- Problem-solving abilities
- Multitasking Abilities
- Analytical Thinking
- Time Management
- Team Collaboration
- Decision-Making
- Documentation Review
- File Management
- Documentation research
- Time management abilities
- Recordkeeping Organization
- Office Equipment Operation
Certification
- Security Clearance, Public Trust, Nelnet 2022
Timeline
CLAIMS REPRESENTATIVE - DEPARTMENT OF EDUCATION- Nelnet Student Loan Services
12.2023 - 03.2024
STUDENT LOAN SPECIALIST I - CONVERSIONS Nelnet Student Loan Services
03.2020 - 12.2023
EMAIL & CHAT ADVISOR II - CUSTOMER INTERACTION CENTER Nelnet Student Loan Services
10.2018 - 03.2020
STUDENT LOAN ADVISOR I - NELNET STUDENT LOAN SE Nelnet Student Loan Services
10.2016 - 10.2018
TECHNICAL SUPPORT REPRESENTATIVE III - Comcast Business
08.2014 - 09.2016
Colorado Technical University - Some College (No Degree), Project Management & Accounting
Colorado State University- Global - Some College (No Degree), Accounting
- Security Clearance, Public Trust, Nelnet 2022
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