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CARE Specialist - Student Assistance Foundation


									   Job Title: Customer Service Specialist (CARE Specialist)
   Positions Available: Several
   Status:    Non-exempt
   Benefits Available: Yes
   Location: Helena

   Beginning Salary Range: $13.48+ hourly DOE

   Application Requirements: To apply for this position, please submit the following:
   1.    Cover Letter of Interest
   2.    Student Assistance Foundation Application for Employment
   3.    Resume Information
   4.    Authorization for Release of Information
   5.    Applicant Survey
   6.    Response to Supplemental Questions
   7.    Ten-Key test from your local Job Service; taken within the last 6 months
   8.    Typing test from your local Job Service; taken within the last 6 months

   Must be able to pass a federal background check if offered the position.

   Deadline: The position will remain open until filled.

   Submit application packets to: Student Assistance Foundation
                                  Human Resource Department
                                  ATTN Ann Brewer
                                  2500 Broadway
                                  Helena, MT 59601

   If none of the applicants meet all of the required characteristics, Student Assistance Foundation
   reserves the right to select a candidate from the applicants.

   If you have questions regarding this position, you may call the Human Resource
   Department at (406)495-7678.

In order for your application package to be considered, you will need to use the following
application form as there have been revisions made. Late, incomplete or unsigned
application packages will not be considered.
                                               APPLICATION FOR EMPLOYMENT
                                                              2500 Broadway, Helena, MT 59601

                                                 (PLEASE PRINT OR TYPE)

Position Applying For
Date of Application

Last Name
First Name
Middle Name

Address (Street No. or RFD Box No.)
Zip Code
Telephone Number(s): Work

 How Did You Learn of This Opening?
   Advertisement                    Friend              Inquiry
   Employment Agency                Relative             Other

If you are under 18 years of age, can you provide required proof of your eligibility to work?                       Yes       No
Have you ever applied for employment with us before? If yes, give date(s).                                          Yes       No
Are you currently employed?                                                                                         Yes       No
Do you want to be informed before we contact your present employer?                                                 Yes       No
If hired, can you show proof of authorization to work in the United States?                                         Yes       No
       (Proof of citizenship or immigration status will be required upon employment).

Date available for work       /    /
What is your desired salary range? $
Are you available to work:         Full Time
                                   Part Time - (Please indicate:      Mornings          Afternoon   Evenings)
                                   Temporary (Please indicate dates available             /     /      –        /     /   )
Can you travel if the job requires it? Yes            No
Have you been convicted of a felony? (Conviction will not necessarily disqualify you from employment)               Yes       No
If yes, please explain
                                                 Education and Training
Type of School         Name and Location of School                                   Degrees                Last Year
                                                                                    Graduated?         9    10     11     12
High School
                                                                              Yes      No        GED
                                                              Major                   Degree           1     2     3      4
                                                              Major                   Degree           1     2     3      4
                                                              Major                   Degree           1     2     3      4
Graduate School
Trade or                                                                              Degree           1     2     3      4
Business School
Special,                                                                              Degree           Number of study
Technical or                                                                                           hours or credits
Indicate other relevant training or experience

SPECIALIZED SKILLS (Skills/Equipment Operated) Check the skills you possess.
          MS Word                           PC                  MS Excel
          MS Access                         Internet/e-mail     Keyboarding

Describe any other job related specialized training or skills acquired from employment, the United States military
or other experience.
                                                  Work History
          List the last three positions you have held beginning with your most recent or present job:
1. Employer’s Name              Position:                              Date Hired: Date Left:     Rate Ending
Address                                                                Name of Supervisor         Phone

Duties and Responsibilities:                                           Why did you leave?

2. Employer’s Name             Position:                               Date Hired:   Date Left:   Rate Ending
Address                                                                Name of Supervisor         Phone

Duties and Responsibilities:                                           Why did you leave?

3. Employer’s Name             Position:                               Date Hired:   Date Left:   Rate Ending
Address                                                                Name of Supervisor         Phone

Duties and Responsibilities:                                           Why did you leave?

                                        PROFESSIONAL REFERENCES
                    Supervisors and/or co-workers who can vouch for your work experience.
            Name and Occupation                               Address                              Daytime Phone#
                                           PROBATIONARY PERIOD

I,                                                    hereby acknowledge that should I be selected for
employment by Student Assistance Foundation, as a result of this application and, if hired, per the terms of the
offer letter, I will be employed as a probationary employee during which time continued employment is at the
absolute discretion of the Company.

Temporary and summer employees are considered probationary during the entire time they are employed by
the Company.

                   (Applicant Signature)                             (Date)

            Please read and understand this statement before signing your application.

considers all applicants for employment without regard to race, color, religion, creed, gender, national origin,
age, marital or veteran status, the presence of non-job related disabilities or any other legally protected status.

I certify that the information provided herein and attached to this Application for Employment is true and
complete to the best of my knowledge.

I hereby acknowledge that I have read and understand the above statements. I voluntarily give Student
Assistance Foundation, or their agent, my permission to confirm by personal inquiry, or otherwise, information
provided by me as may be necessary in arriving at an employment decision. I release from all liability or
responsibility, all persons, companies, or corporations responding to such inquiries.

In the event of employment, I understand that false, misleading information or material omissions given in my
application or interview(s) may result in discharge. I understand, also, that I am required to abide by all policies
and procedures of Student Assistance Foundation that may from time to time be changed, suspended, revoked,
terminated or superseded by the Board of Directors and/or management of the company.

                 (Applicant Signature)                               (Date)


I hereby acknowledge that this internal applicant has notified me of their interest in applying for this position.

          (Current Supervisor’s Signature)                                         (Date)

                                               Applicant Survey
The Student Assistance Foundation of Montana is an Equal Employment Opportunity employer. We consider
applicants for all positions without regard to age, race, color, gender, religion, national origin, marital, sexual
orientation, physical and mental disability or veteran status. In an effort to comply with requirements regarding
government recordkeeping, reporting, and other legal obligations, we ask that you complete this applicant data
survey. Your cooperation is appreciated. Please be advised that your survey is not a part of your official
application for employment. It is considered confidential information that will not be used in any hiring decision.

Position Applied For:
Applicant’s Name:

   I chose not to participate in the Voluntary Applicant Data Survey

1. Referral Source – How did you first learn about this position?
      Newspaper Ad                          Newspaper Ad via Internet
     State Employment Office                Tribal Government referral
     Current employee referral              College resources
     Career/Job Fair                        Other

2. Gender
     Male                 Female

3. Race/ethnic identification – Please check all that apply
   Are you of Hispanic or Latino Origin? Yes          No      (A person of Cuban, Mexican, Puerto Rican, South
   or Central American, or other Spanish culture or origin, regardless of race.)

   Select one or more of the following racial categories:
      American Indian or Alaska Native (A person having origins in any of the original peoples of North or
      South America, including Central America, and who maintains tribal affiliations or community
      Asian (A person having origin in any of the original peoples of the Far East, Southeast Asia, or the
      Indian subcontinent including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan,
      the Philippine Islands, Thailand, and Vietnam.)
      Black or African American (A person having origins in any of the black racial groups of Africa.)
      Native Hawaiian or other Pacific Islander (A person having origins in the original people of Hawaii,
      Guam, Samoa, or other Pacific Islands.)
      White (A person having origins in any of the original peoples or Europe, the Middle East, or North

4. Disability Status
      Person with a disability (non veteran)         Veteran with a disability

5. Military status – Please check the one box that best describes your military status
      No Military Service              Active Duty          National Guard          Reserve
      Retired Military                 Former Service (separated, not retired)

   Vietnam Era Veteran       Yes       No
(Carefully read this authorization to release information about you, then sign and date in black ink.
You may retain a copy for your records.)

I authorize my employer or prospective employer, Student Assistance Foundation or Tru Student
(defined by the checkbox above) through their investigative agent, Orion International Corporation,
to obtain any information relating to my activities from individuals, schools, residential management
agents, employers, criminal justice agencies, retail business establishments, motor vehicle/registration
departments, credit bureaus, consumer reporting agencies, collection agencies, or other sources of

This information may include, but is not limited to, my academic, residential, achievement,
performance, attendance, disciplinary, employment history, criminal history record information, driving
and motor vehicle record, and financial and credit information.

I authorize Orion International Corporation to disclose the record of my background investigation to
the employer named above.

I authorize custodians of records and other sources of information pertaining to me to release such
information to Orion International Corporation regardless of any previous agreement to the

Copies of this authorization that show my signature are as valid as the original release signed by me.
This authorization is valid for one (1) year from the date signed or upon my termination of my
employment with the employer named above, whichever is sooner.

   Signature (Sign in ink)                    Full Name (Print legibly)

   Other names used

   Current address                                                    Telephone

   Date of Birth                 Social Security Number               Date signed

   Place of birth

            Response to Supplemental Questions
         Customer Service Specialist (CARE Specialist)
                        January 2013
Please respond to the following statements/questions. If relevant, please
include your months of experience using mm/dd/yy and establishment(s) worked

1. Please read through the attached job description and tell us about your work background
and how you think it relates to our current opening. Include why you feel that you would enjoy
doing this type of work.


2. Please describe the talents you possess and explain how these talents make you the best
   candidate for this position.

                                   RESUME INFORMATION

Please include the following information in your resume.

Work Experience: Begin with your present or most recent job and include the following:
   Name and Complete Address of Employer
   Telephone Number(s)
   Dates Employed
   Supervisor
   Starting/Present Job Title
   Salary
   Work Performed
   Reason for Leaving

Include any relevant military service assignments and volunteer activities. You may exclude
organizations which indicate race, color, religion, gender, national origin, age, disabilities or
other protected status.

Include relevant prior work experience and explain how that work experience would assist you
to perform the functions of this job.

Explain any gaps in employment.

List professional, trade, business or civic activities and offices held. You may exclude
membership which would reveal gender, race, religion, national origin, age, ancestry,
disability or other protected status.
                                Customer Service Specialist

Non exempt position responsible for providing customer assistance to borrowers, lenders, schools and
servicers for inquiries about Student Assistance Foundation, MHESAC, the student loan program, or a
specific student loan account. Primary tasks include default prevention, obtaining current addresses
and telephone numbers for borrowers or co-signers that are in a skip status; timely collection of all
delinquent accounts prior to default; researching of all phases and processing of default and non-
default claims; all processing phases of common account maintenance and the common claim
initiative; and performing receptionist/switchboard duties for Student Assistance Foundation, MHESAC
and MGSLP.

Principal Responsibilities and Essential Functions:
    Receives, places calls and responds to telephone inquiries about specific student loan
       accounts and/or student loan program questions from borrowers, lenders, guarantors, schools
       or servicers. Inquiries include questions about Student Assistance Foundation and its client’s
       inquiries regarding the servicing of borrower's records and default prevention counseling.
    Researches all inquiries timely. Determines what the situation is, through detailed and
       accurate communication with parties concerned. This communication can be either oral or
       written. Reviews borrower’s computer loan records, determines the proper response based
       upon facts and program regulations, enters documentation and case history comments into the
       loan servicing system of the corporation’s response to the inquiry and confirms completion of
       the requested tasks, and obtains current address and telephone numbers for borrowers,
       references or endorsers that are in a skip status.
    Prepares and processes forbearances, deferments, and other documents received by
       borrowers or other entities as they pertain to student loan accounts currently serviced by
       Student Assistance Foundation according to procedures.
    Processes work tasks daily that have been created either by the system or manually by other
    Responds to borrower correspondence either in writing or orally according to Student
       Assistance Foundation procedures.
    Processes miscellaneous correspondence and tasks that have been created either by the
       system or manually by other departments, which are received from schools, lenders, creditors,
       references, endorsers, and the guarantor.
    Responsible for default prevention and attempts to resolve delinquency and prepares and
       obtains information necessary to the locator process through miscellaneous methods
    Responsible for all functions related to the researching of all phases and processing of default
       and non-default claims.
    Examine and file defaulted loans with concentration in the following areas: accuracy of
       information; complete documentation of all loan history and calculation of interest and
       principal prior to the loss of any interest benefits.
    Prepare and assemble claim packages for submission to the appropriate guarantor.
    Prepare, clarify, process and file all non-default paperwork and submit it to the appropriate
       agencies prior to the loss of principal, interest or interest benefits.
    Prepare and handle all necessary processes for recall, returns, rejects and supplementals.
    Ensures proper compliance with applicable Federal and State regulations and guarantor
       procedures, and responsible for ensuring the excellent quality of the CARE Department.
    Ensures quality control measures by providing feedback to the Supervisor on Contact Center
       activities, processing and que’s and claim processing.
    Ensures all activities are accomplished in an effective, efficient and timely manner and is of the
       quality and quantity needed to exceed the due diligence requirements while adhering and
       complying with all state, federal laws and regulations of the FFEL program.
      Keeps current with Federal, State, guarantor regulations and necessary software pertaining to
       the various types of student loans serviced by Student Assistance Foundation. Adheres to all
       policies and procedures, including internal and guarantor.
      Ensures the standards of performance as defined in Student Assistance Foundation’s OMTI’s.
      Receptionist for Student Assistance Foundation, MHESAC and other entities populating the
       Higher Education Complex by greeting and directing visitors.
      Ensures the coordinated, systematic and efficient implementation of the department’s goals,
       the Corporate Philosophy and Values.
      Performs other job related duties as assigned by the Contact Center Supervisor, the
       Processing and Claims Supervisor, the CARE Team Leader, the Loan Servicing Manager, or
       the Chief Operating Officer/Vice President of Operations and Borrower Services

Education and Experience Requirements (R=Required, P=Preferred):
    High School graduate or equivalent (R).
    One (1) year of experience in providing customer assistance to the general public (R).
    Two (2) years of general computer experience (R).
    One (l) year of experience with loan payoffs, setups and repayments (P).
    One (1) year of Receptionist/Switchboard experience (P).
    One (l) year of experience in the FFEL program (P).
    One (1) year of experience in skip tracing, student loan or consumer collection practices or
      handling claim filing and processing (P).
    Student Assistance Foundation Precertification certificate (P).

Key Skills, Qualifications and Traits (R=Required, P=Preferred):
    Strong interpersonal and written communication skills (R).
    Typing skills at 40 words per minute (R).
    10-Key numeric data entry skills by touch, at least 100 keystrokes per minute (R).
    Strong ability to listen to complaints and decide the proper course of action (R).
    Strong analytical abilities (R).
    Ability to work independently and in team settings (R)
    Ability to answer busy multiple telephone lines (R)
    Friendly telephone and personal communication skills (R).
    Strong working knowledge of Excel and Word software (P).
    Detailed knowledge of the FFEL program regulations (P).
    Working knowledge of a loan servicing software system (P).
    Working knowledge of the Montana Guaranteed Student Loan Program procedures (P).
    Knowledge of Fair Debt and Collection Practices Act (P)
    Knowledge of proper grammar, punctuation, proofreading and editing skills (P).

Organizational Reporting:
    Reports to: Contact Center Supervisor or Processing & Loss Prevention Supervisor.
    Positions Supervised: None

Physical Requirements:
    Dealing with irate customers can be stressful.
    Irregular work schedules.
    Being able to talk on the phone, type or work at a computer screen for up to 8 hours at a time
      is a requirement of the job.
    Occasional Travel
    Student Assistance Foundation and Tru Student, Inc.
                       Benefit Package
The following benefits only apply to those positions that are regular part-time or full-time
positions. They do not apply to less-than part-time, temporary or summer positions.

Student Assistance Foundation and Tru Student, Inc. (The Company) offer the following benefit
package to its employees:

     1. During the first five years of employment, employees earn 15 days of annual leave and 12
        days of sick leave each year, subject to initial qualifying periods. During years 6 through 10,
        employees earn 18 days of annual leave each year. Employees with more than 10 years of
        service earn 22 days of annual leave each year.

     2. The Company observes 10 fixed holidays and a half day floating holiday per year. The fixed
        holidays are designated at the beginning of each year and in most cases, parallel holidays
        observed by state government. The one-half day floating holiday accrues to the employees
        annual leave balance.

     3. The Company grants a service bonus to employees upon successful completion of each
        year’s service. The bonus is given in the form of additional time off. After the completion of
        the first year of service, a bonus of 8 hours of annual leave will be granted to the employee.
        The service bonus increases by 2 hours each succeeding year up to a maximum of three
        additional days of annual leave.

     4. The Company employees may elect to participate in the retirement program (401(k) tax
        sheltered investment program) whereby the employee contributes an amount of their gross
        salary each pay period. Employees are eligible to participate and contribute to the plan
        immediately. The Company matches the employee's deferred amount up to 6% of their
        gross salary after the completion of 6 months of employment. All funds contributed are fully
        vested immediately. The Company offers several mutual funds for investment choices and
        the employee directs the investment of their own retirement funds.

     5. The Company employees may elect to participate in the Flexible Benefit Plan whereby
        employees may contribute pre-tax dollars from their salary for certain medical and child care

     6. Company employees participate in the Group Health Plan through Allegiance Life & Health
        Insurance Company, Inc. The Company fully covers the cost of the employee’s insurance if
        employee meets certain wellness standards for blood pressure, cholesterol, and blood sugar
        levels. Otherwise, an employee will be responsible for up to $60 per month of their health
        insurance premium. This plan includes medical, prescription and vision coverage.
        Additionally, The Company pays for an employee’s dental, long-term disability coverage, and
        $20,000 of basic life insurance through the Lincoln Financial Group. Employees may elect
        coverage for a spouse and eligible dependents. Premiums in excess of The Company’s
        contribution are deducted from the employee’s salary on a pre-tax basis. Supplemental life
        insurance, personal accident insurance, short-term disability and long term care insurance is
        also available at the employee’s expense.

     7. The Employee Assistance Program (EAP) provides short-term counseling for employees and
        their immediate family. An employee may use the EAP for confidential assistance with
        personal problems interfering with their life or work.
8. Company employees are provided the opportunity to participate in Wellness Program
   activities including an Incentive program.

9. After one year of service, an employee is eligible to participate in the Computer Purchase
   Program. In this program, The Company will finance the purchase of personal computer
   equipment with a two-year interest-free loan to the employee.

10. After one year of service, an employee is eligible to participate in the Student Loan Interest
    Rate Reduction Program. Under this program, an employee is eligible for a 3% reduction in
    the interest rate on their own or their children’s student loans if the loans are owned by

11. The Company has an Incentive Bonus program in place. Annual payout amounts are based
    upon targets that are successfully met.

12. The Company provides internal and external training opportunities. Employees are
    encouraged to seek training in areas which jointly benefit them and the Company. .

13. The Company supports staff efforts to complete college degree programs that could
    enhance an employee’s work at Student Assistance Foundation or Tru Student, Inc. The
    Senior Vice President and CFO consider staff requests for degree program support. If
    approved, the Company pays one- third of the tuition cost and loans the employee the other
    half. Once the employee has completed their degree, the Company will write off the loan
    portion evenly over the following five years.

14. The Company promotes an Employee Sponsorship Program whereby employees are
    allowed to direct the contribution of up to $50 to the charitable organization of their choice
    each year.

15. “High Five” is a program to recognize and reward employees for going “above and beyond.”
    Any employee can recognize another employee with a “High Five” card. After an employee
    gathers five cards they can be redeemed for a $25 gift certificate.

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