About the Company
Pioneer Credit Recovery, a Navient company, is a leading provider of debt collection services for federal, state, and local government agencies. With a commitment to ethical practices and supportive customer service, we help individuals resolve their financial obligations while ensuring fair and respectful treatment. Our team plays a vital role in supporting government programs and contributing to financial stability.
Job Description
We are seeking a dedicated and empathetic Government Debt Recovery Agent to join our team in Austin, TX. In this crucial role, you will be responsible for assisting individuals in resolving their outstanding government debt obligations. This is NOT a cold-calling position; you will be working with existing accounts, managing inbound inquiries, and making outbound calls to individuals who have established communication or have been identified through warm leads. Your primary goal will be to establish payment arrangements, provide information, and guide account holders towards resolution, adhering strictly to all compliance and ethical guidelines.
Key Responsibilities
- Manage a portfolio of government debt accounts, initiating contact and responding to inquiries via phone and other communication channels.
- Educate account holders on their debt obligations, repayment options, and available resources.
- Negotiate and establish realistic payment plans that align with company policies and individual financial situations.
- Accurately document all communication and actions taken on accounts within the company's CRM system.
- Adhere strictly to all federal, state, and local regulations pertaining to debt collection (e.g., FDCPA, TCPA) and company compliance policies.
- Maintain a high level of professionalism, empathy, and integrity in all interactions.
- Collaborate with internal teams to resolve complex account issues and improve recovery processes.
- Meet or exceed daily and monthly performance targets for account resolution and call quality.
Required Skills
- Excellent verbal and written communication skills.
- Strong negotiation and problem-solving abilities.
- Proficiency in basic computer applications and data entry.
- Ability to work independently and as part of a team.
- High level of integrity and commitment to ethical conduct.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Finance, or a related field.
- Previous experience in collections, customer service, or a call center environment.
- Familiarity with government debt types (e.g., student loans, tax debt).
- Bilingual proficiency (especially Spanish) is a plus.
- Knowledge of debt collection software or CRM systems.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and company holidays.
- Life and disability insurance.
- Employee assistance program.
- Professional development and training opportunities.
- Supportive and collaborative work environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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