AWG Analyst III (Finance)
Who you are:
You are a seasoned professional with deep expertise in administrative wage garnishment (AWG), skip-tracing, and borrower account management. You bring advanced analytical, communication, and decision-making skills to complex and high-profile cases, and you thrive in roles that require strategic thinking, regulatory precision, and cross-functional collaboration.
You are confident representing your organization in hearings, partnering with legal and compliance teams, and resolving escalated borrower and employer issues. Your ability to lead process improvements, mentor team members, and contribute to system enhancements makes you a trusted technical expert and a valuable resource across departments.
You are committed to maintaining data integrity, safeguarding sensitive information, and ensuring compliance with federal and state regulations including FDCPA, FCRA, TCPA, HIPAA, GLB, and IRS Tax Code. You are adaptable, resourceful, and driven by a strong sense of accountability and customer focus.
Who we are:
Trellis Company is a nonprofit 501(c)3 corporation focused on helping people leverage the power of post-secondary education and learning to improve their quality of life and the communities where they live.
For more than 40 years Trellis has served as a student loan guarantor, helping to provide trusted guidance and services that help student borrowers successfully repay their federal loans. In addition to pioneering several technologies and services along the way, we have invested in improving student success programs through numerous grants to colleges, universities, and research groups.
Today we have expanded our services beyond higher education to include working with employers and community organizations who are focused on aligning the dreams, goals, and skills needs of employees and employers. Connecting these resources and learning pathways together with our expertise in improving student outcomes helps us all to create better and more predictable futures for those we serve.
Our stability and vision create a unique intersection: a startup environment at a company that also has a stable foundation, resulting in an opportunity for the right candidate to help shape our company's future. This is an exciting time to join the Trellis team!
As we move into the future, we're drawing on our history, branching into new sectors beyond student loans, and delivering the same level of exceptional care and service that our customers have come to depend on. We remain invested in the success of students and higher education institutions. This combination of stability and vision creates a unique intersection: a startup environment at a company that also has a stable foundation, resulting in an opportunity for the right candidate to help shape our company's future. This is an exciting time to join the Trellis team!
Location:
The position is remote.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The position incumbent is expected to perform the following essential duties and responsibilities of the position with reasonable accommodation.
Borrower Support & Program Eligibility Oversight
- Serve as a point of contact for issue resolution and escalations, ensuring compliance with federal regulations and program requirements.
- Provide guidance on complex borrower and employer scenarios including repayment plans, program eligibility, skip-tracing efforts, and wage garnishment programs.
- Partner with internal departments (e.g., Compliance and Finance) to resolve complex issues.
- Provide analysis and resolution for high-profile or exceptional accounts.
- Oversee AWG eligibility reviews and enforce wage withholding orders in compliance with federal and state regulations.
- Represent the organization in AWG hearings before an Administrative Law Judge; advocate for garnishment or negotiate settlements.
- Monitor employer compliance and manage escalated exemption and hearing requests.
- Perform quality control checks on AWG processes and analyst work.
- Respond to inquiries and special requests regarding AWG, collaborating with compliance and legal teams.
- Oversee skip tracing efforts to locate borrowers using advanced tools, databases, public records, and social media.
- Verify and analyze data to support collection strategies and ensure accuracy.
- Collaborate with vendors and internal teams to enhance skip tracing effectiveness.
- Maintain accurate borrower records and documentation in account systems.
- Oversee the processing of administrative forms.
- Review and act on daily reports, system work lists, and exception reports.
- Perform portfolio audits and support operational efficiency.
- Generate and analyze reports on AWG, skip tracing, and borrower engagement activities.
- Identify trends, risks, and opportunities for process improvement.
- Present findings and recommendations to leadership.
- Stay current on industry trends, regulatory changes, and best practices.
- Update work instructions and training materials to support team knowledge.
- Support coaching, mentoring, and developing team members.
- Lead training initiatives and contribute to onboarding programs.
- Provide feedback to management on process improvements and system enhancements.
When assigned in a senior capacity, the Analyst III may be expected to:
- Advise staff and partners on regulatory policies related to AWG and skip-tracing efforts.
- Respond to special inquiries, including those from the U.S. Department of Education and the ombudsman.
- Ensure all activities comply with FDCPA, FCRA, TCPA, HIPAA, IRS Tax Code, Privacy Act (GLB), and other applicable regulations.
- Monitor team communications and account actions for quality and compliance.
- Safeguard sensitive borrower data (NPI, PII, PHI) across all platforms.
- Conduct audits and provide feedback to improve performance and ensure regulatory adherence.
- Collaborate with legal, compliance, and external agencies to address inquiries and escalated cases.
- Represent the team in cross-functional projects and initiatives.
- Support Spanish-speaking borrowers as needed.
- Mentor and assist in training new or transitioning team members.
- Collaborate cross-functionally on escalated issues, special projects, and departmental initiatives.
- Represent the team in meetings and initiatives involving compliance, legal, or client relations.
- Support administrative functions, including correspondence handling and Spanish-speaking borrower and employer assistance.
- Contribute to strategic initiatives and maintain flexibility in work hours.
- Perform quality control (QC) reviews to validate task completion, ensure compliance, and identify opportunities for process improvement.
- Perform other duties as assigned.
- Action Oriented
- Collaborates
- Communicates Effectively
- Compliance
- Customer Focus
- Demonstrates Self-Awareness
- Resourcefulness
- Self-Development
- Situational Adaptability
- Diversity Focused
- Builds Effective Teams
- Change Champion
- Cultivate Innovation
- Decision Quality
- Develop Talent
- Directs Work
- Drives Results
- Ensures Accountability
- Financial Acumen
- Interpersonal Savvy
- Plans and Aligns
- Strategic Mindset
- Business Insight
- Relationship Management
- Advance communication, analytical, and decision-making skills with a strong aptitude for conflict resolution and negotiation.
- Advanced knowledge of federal and state regulations, including FDCPA, FCRA, TCPA, HIPAA, GLB, and IRS Tax Code.
- Proficient in Microsoft Office and enterprise systems; skilled in data validation, skip-tracing, and investigative research.
- Demonstrates initiative, adaptability, and a goal-oriented mindset in a dynamic environment.
- Capable of managing escalated borrower and employer issues and high-profile accounts with professionalism and discretion.
- Strong organizational and time management skills; able to lead process improvement efforts and collaborate cross-functionally.
Education Required:
- Bachelor's Degree. Experience in loan servicing, collections, customer service, customer contact center, financial services or student loan environment may be substituted for degree on a year-for-year basis.
Education Preferred:
- Master's degree in business, accounting, or related discipline.
Experience Required:
- Three (3) years of experience in AWG, Skip Tracing, loan servicing, collections, customer service, customer contact center, financial services or student loan environment.
Experience Preferred
- An addition of 2+ years of supervisory or team lead experience and experience handling escalated or complex borrower accounts
PHYSICAL AND MENTAL DEMANDS
- Regular use of computer and office equipment.
- Frequent communication with internal and external contacts.
- Visual acuity for data analysis and reporting.
- Ability to maintain mental focus and attention to detail.
WORK ENVIRONMENT
- Work may be conducted remotely or in an office with a surrounding small cubicle environment.
- Office work environment is climate controlled with no substantial exposure to adverse environmental conditions.
Please view Equal Employment Opportunity Posters provided by OFCCP.
We are currently hiring for the following shifts, all in Central Standard Time (CST):
Monday through Friday, 8:00 AM to 4:00 PM
Monday through Friday, 8:00 AM to 5:00 PM
Monday through Thursday, 10:00 AM to 7:00 PM, and Friday, 8:00 AM to 5:00 PM
Shift assignments are determined based on business needs and may be subject to change. Occasional Saturday work may be required depending on operational demands.
