Jeffrey Baten
Middletown,PA
Summary
Driven professional with a proven track record at Pennsylvania Higher Education Assistance Agency, PHEAA, excelling in default collections and customer negotiations. Demonstrated expertise in account review and active listening, significantly enhancing team productivity and customer resolution efficiency. Skilled in training new hires, showcasing strong leadership and attention to detail. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet department needs.
Overview
24
24
years of professional experience
Work History
Default Collections Lead
Pennsylvania Higher Education Assistance Agency, PHEAA
11.2015 - Current
- Processed a variety of paperwork, including but not limited to direct debit forms, letters from borrowers and correspondence from places of employment.
- Assisted with requests from the Legal Department to provide a document history and an account overview for accounts that are currently or were previously in default.
- Assisted with training newly hired Default Collection Lead's.
- Assisted with requests from the Department of Education Ombudsman's office corning current or previously defaulted borrower's. This included gathering an account history and or document's related to default, as well as attempting to contact the borrower directly by phone to as an attempt to resolve their complaint.
- Reviewed and determined the next step concerning Identity Theft claims made by defaulted borrower's.
- Assisted in reviewing and processing Outside Vendor wage garnishment approval requests.
- Assisted in developing process's related to the Specialized Collections (including but not limited to garnishment related correspondence, adding and updating LC67 records on the Dl Region, directions to submit requests manually on Compass for Statement of Account's to be sent to the borrower).
- Assisted in handling Escalated calls for the Default Department.
- Assisted in processing Bankruptcy related correspondence, emails and voice messages left on the bankruptcy extension voice mail box.
- Assisted in processing emails received
- Processed Borrower to Defense requests received from Federal Student Aid.
Default Collector
Pennsylvania Higher Education Assistance Agency, PHEAA
07.2000 - 10.2015
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Trained new Default Collector's.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
Education
High School Diploma -
Middletown Area High School
Middletown, PA06.2000
Skills
- Goal-Oriented
- Strong negotiation skills
- Active listening abilities
- Call center experience
- Account Review
- Customer research
- New Hire Training
- Attention to Detail
Timeline
Default Collections Lead
Pennsylvania Higher Education Assistance Agency, PHEAA
11.2015 - Current
Default Collector
Pennsylvania Higher Education Assistance Agency, PHEAA
07.2000 - 10.2015
High School Diploma -
Middletown Area High School
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