Joe Motta
Round Rock,Tx
Work Preference
Summary
Detail-oriented professional specializing in borrower issue resolution and regulatory compliance in the student loan sector. Strong background in data analysis and employee mentoring, committed to driving improvements in borrower support and operational processes.
Overview
9
9
years of professional experience
Work History
Resolutions Supervisor
The Missouri Higher Education Loan Authority
Austin
06.2023 - Current
- Coordinated communication between borrowers and internal departments for effective issue resolution.
- Served as the primary point of contact for borrower inquiries and complaints via phone and email, resolving complex issues through to full completion.
- Supported call center agents through internal chat by answering questions and providing accurate resolutions to communicate with borrowers.
- Collaborated daily with loan servicing and accounting teams to resolve escalated borrower cases efficiently.
- Gathered and analyzed borrower feedback to identify trends, and report actionable insights to management.
- Selected as a beta tester for the Genesys Cloud Platform and Fiserv, contributing to system testing and process improvements.
- Demonstrated a strong understanding of federal student loan data storage, access, reporting, and compliance requirements.
Call Center Advisor
Trellis Company
Round Rock
10.2018 - 04.2023
- Supported multiple government and financial services contracts, including Credit Adjustments Incorporated, the Oklahoma Student Loan Authority (OSLA), the Texas Workforce Commission, and Waypoint Resource Group, on behalf of the U.S. Department of Education.
- Assisted borrowers in resolving federal student loan defaults by enrolling accounts in 6-month rehabilitation payment plans, restoring loans to good standing.
- Initiated and processed wage garnishment and Treasury tax offset actions when required, utilizing government-authorized tools to research borrower demographics, and employer information.
- Served on the Loan Servicing Team for the Oklahoma Student Loan Authority, processing forbearance and deferment requests using NSLDS and Federal Student Aid reporting systems.
- Processed and filed unemployment insurance claims under the Texas Workforce Commission COVID-19 contract, ensuring accurate and timely benefit delivery.
- Mentored and onboarded new employees by training them on company policies, procedures, and compliance standards, while supporting individualized skill development and career growth plans.
Collection Specialist
Municipal Services Bureau
Austin
05.2017 - 06.2018
- Collected data on a wide range of municipal ticket citations and medical debt across multiple U.S. states. Jurisdictions, including extensive work with the State of California accounts.
- Negotiated and established payment plans to help individuals resolve outstanding balances and reinstate suspended driver’s licenses in compliance with state regulations.
- Conducted outbound and inbound collections calls while maintaining professional, compliant, and empathetic communication with consumers.
- Ensured strict adherence to the FDCPA and state-specific collection laws, including California regulations.
- Researched account details, verified consumer information, and documented payment arrangements accurately within collection systems.
- Achieved resolution through effective negotiation, problem-solving, and clear explanation of consequences and available options.
Education
High School Diploma -
Vista Ridge High School
Cedar Park, TX05-2010
Skills
- Federal student loan servicing & default resolution
- Regulatory compliance (Title IV, DOE, FDCPA)
- NSLDS & Federal Student Aid systems
- Collections, negotiation & payment plans
- Cross-functional collaboration & employee mentoring
- Data Analysis & Reporting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Resolutions Supervisor
The Missouri Higher Education Loan Authority
06.2023 - Current
Call Center Advisor
Trellis Company
10.2018 - 04.2023
Collection Specialist
Municipal Services Bureau
05.2017 - 06.2018
High School Diploma -
Vista Ridge High School