A cover letter and resume are important submissions for our hiring team to get a sense of your experience.  These documents will be used to assess your communication skills and attention-to-detail.  In the cover letter, in two pages or less, please let us know how your career skills will align with this role.   Your cover letter should provide examples of your past work experiences that demonstrate:

• Collaboration with others to achieve shared goals
• Situations where you went above and beyond to exceed customer expectations

Due to system limitations, please submit both a cover letter and resume as one single file. 

We are seeking a Collection Records Clerk to join our Student Loan Collections team within Financial Operations.  The Student Loan Collections team is committed to providing comprehensive collection services for student loans and delinquent student accounts.  As part of a dedicated team of 13 members, you will play a crucial role in the collection and management of student loan debt and outstanding student account balances through various communication channels, including telephone, emails, and letters.  Your primary responsibilities will include processing forms related to student loan forbearances, deferments, and cancellations, serving as a vital liaison between the Collection Counselors and our Records team, and often acting as the first point of contact for borrowers while performing various administrative responsibilities.  This role primarily focuses on data processing, customer support, and compliance management.  Unlike traditional administrative roles, this position is highly process-focused and closely aligned with research compliance, emphasizing accuracy, organization, and effective communication across teams.

• Assist in the collection of student loan and student account outstanding balances by engaging with borrowers and relevant parties via phone, email, and written correspondence.
• Review and process borrower forms, ensuring compliance with institutional and federal regulations, assessing eligibility for deferments, forbearances, and cancellations, and following up with borrowers to obtain any additional information as needed.
• Collaborate with the Collection Portfolio Analyst on the review and approval of forms, working together to address and resolve any discrepancies.
• Follow federal and state regulations governing collection of student debt when engaging in telephone, email, and letter communications.
• Counsel borrowers and their approved representatives about their rights and responsibilities concerning their loans and other debts, escalating issues to the appropriate Collections Counselor as necessary.
• Learn and stay current on evolving federal loan regulations and guidelines, collaborating with the Records team to coordinate efforts and ensure regulatory compliance.
• Apply collection knowledge and experience to handle sensitive debtor situations, consulting with Collection Counselors and leadership as needed.
• Support the Collection Portfolio Analyst with various tasks, including pulling reports, data analysis, debt program research, and office administration tasks.
• Answer phone calls and emails from customers and university staff to assist with account-related questions, such as balances owed, account holds, and payment processes.
• Utilize problem-solving skills to address complex account issues, perform routine account audits, and prioritize daily tasks and projects effectively.
• Participate in other administrative projects as part of a collaborative team.

• Bachelor's degree in a related field preferred.
• At least 2 years of relevant experience, particularly in debt collection practices, financial services, and customer service, as well as in administrative or program support roles within high-volume or process-driven environments.
• Demonstrated passion for delivering high-quality customer service.
• Experience and knowledge of FERPA, the Fair Credit Reporting Act, and rules regarding Personally Identifiable Information.
• Established experience with data entry, database systems, or online forms, with a strong emphasis on accuracy, attention to detail, and confidentiality.
• Strong proficiency in using PCs and desktop software, including Microsoft Office Suite, particularly Excel (sorting/filtering, formulas, data validation), Word (professional formatting and templates), and PowerPoint.  Experience with Google platforms including Gmail, Docs, Sheets, and Google Meet, as well as Zoom.  Ability to learn new systems quickly.
• Proven ability to work independently in a remote work environment.
• Collaborative mindset with a strong orientation toward teamwork.
• Excellent interpersonal skills with the ability to correspond appropriately with individuals from diverse backgrounds.
• Demonstrated ability to independently and proactively communicate and gather needed information, ensuring thoroughness and attention to detail before progressing tasks for final approval.
• Detail-oriented with strong organizational skills and a proven ability to prioritize and manage multiple tasks or requests with competing deadlines, including effective follow-up and status tracking.
• Strong problem-solving skills and the ability to handle difficult conversations and sensitive debtor situations with empathy and professionalism.
• Knowledge of university policies and federal regulations involving institutional loans, federal loans, and student account collections preferred.
• Experience working with complex student administration systems (Oracle PeopleSoft) and loan servicing software (ECSI) preferred.
• Basic understanding of accounting principles, relational to the impact of your work on accounts, is preferred.

This is a full-time position and reports to the Accounting & Records Supervisor.  As part of the University of Michigan Finance Division's Future of Work initiative, work will be hybrid. You will, on occasion, be required to work onsite as requested by Supervisor or job requirements, including initial training period. The home-work environment should be free of distractions to ensure focus. You will have access to confidential information; therefore, the workspace should provide adequate privacy to protect sensitive information.

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

In addition to a career filled with purpose and opportunity, the University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future.  Benefits include:

• Flexible work environment
• Generous time off
• A retirement plan that provides two-for-one matching contributions with immediate vesting
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.