Borrower Support Specialist

See full description here: https://meratas.org/CustomerSupportJob

**Position:** Borrower Support Specialist

**Type:** Fully Remote
**Hours:** 30–40 per week, Monday–Friday, 9 AM–6 PM EST

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**About the Role:**
Meratas supports trade schools and bootcamps with payment plan infrastructure for over 6,000 students. This role combines collections outreach with career development opportunities, helping students repay loans while exploring additional training programs.

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**Key Responsibilities:**

**Collections:**
- Audit student accounts to find gaps in repayments or deferments.
- Contact students to update payment details, resolve issues, and restart payments.
- Handle inbound support requests and motivate repayment action.
- Target $300,000/month in collections by Q1 2025.
- Boost autopay enrollments with a 25% conversion goal.

**Career Growth:**
- Recommend partner school programs to deferred or underemployed borrowers.
- Facilitate 80–100 student interviews with partner schools monthly.
- Help students compare programs and commit to at least three interviews.

**Reporting:**
- Use Zoho CRM to track repayment and lead generation metrics.
- Work with the team to improve dashboards and set performance KPIs.

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**What We’re Looking For:**
- Experience in collections, accounts receivable, or customer service.
- Strong skills in data tools like Zoho CRM and Excel.
- Self-motivated problem solver with excellent communication.
- Empathy to connect with borrowers and support their goals.

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**Performance Metrics:**
- **Collections:** Reach at least $150,000/month during probation.
- **Lead Generation:** Match 40+ students to schools monthly.
- **Autopay:** Enroll 10%+ of contacted students.

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**Career Coaching Process:**
1. Contact students on deferment or low repayment.
2. Discuss career goals and challenges.
3. Share 3–5 recommended partner school programs.
4. Present program benefits and pricing.
5. Motivate students to commit to interviews.

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**KPIs:**
- Raise collections by $300,000/month by Q1 2025.
- Achieve 25% autopay enrollment among contacted borrowers.
- Facilitate 80–100 school matches/month with 50% interview completion.