Granite State Management & Resources Manager, Customer Service in Concord, New Hampshire

Granite State Management & Resources (GSM&R) has been helping students and parents plan and pay for college since 1962. Funds generated by the Organizations' student loan operation help us fulfill our important mission and grow programs that benefit the citizens of New Hampshire.

From our excellent benefits and opportunities for growth, to monthly celebrations, volunteer program and casual environment, GSM&R is focused on creating a welcoming and supportive environment where individuals and teams thrive! Consider joining GSM&R and experience the nonprofit difference.

CURRENT OPPORTUNITY: Manager, Customer Service


Manage the Customer Service team to assure customers receive accurate, appropriate and timely information and guidance on the status of their account. Minimize losses on active loans and minimize recovery of defaulted loans. Ensures all required due diligence is performed accurately, and that all applicable federal and state laws and regulations, as well as GSM&R policies and procedures are adhered to. Manage in-depth loan origination functions including but not limited to; Meeting with applicants to counsel and assist in application processing as well as answering any questions about the process with students and families. Analyzing applicants financial and credit status to determine feasibility of granting loan. Explaining to customers the different loan types, benefits and repayment options that our programs offer. Participates in testing and review of system upgrades, and makes recommendations for enhancements to ensure quality loan servicing. Work is performed under the most general supervision where independence is required.


  • Manage staff by ensuring adequate staffing and proper training, directing workflow through Lead level staff with responsibility and accountability for quality and quantity of work; guide and advise subordinates in the more complex phases of their work; make decisions regarding employment, employee performance, promotions, salary recommendations, time off, transfers and terminations.

  • Organizes, directs, and monitors daily activities of customer service representatives.

  • Distributes workload to customer service team; monitors and reviews performance.

  • Monitors service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed.

  • Manages and monitors student loan collection responsibilities within the call center to ensure due diligence requirements are being met and collection practices are adhered to according to federal and State regulations.

  • Monitors and analyzes productivity of customer service representatives; generates reports based on analysis.

  • Fields questions from customer service representatives and clients; recommends corrective services to address customer complaints.

  • Establishes procedures, prepares and coordinates schedules, and expedites workflow.

  • Monitors recorded announcement menus and provide recommended changes as necessary.

  • Compiles status and work-volume reports for management.

  • Maintains records of customer service requests and complaints.

  • Supervise completion of applications with private student loan applicants via phone and provide all essential disclosure information verbally.

  • Assist team with private student loan and private consolidation loan applicants with questions both in person and via phone regarding all of our loan program underwriting requirements, application processing errors, application status, loan disbursements and repayment terms available.

  • Support representative analysis of applicants financial and credit status to determine feasibility of granting loan.

  • Provide coaching and feedback to customer service team to continually motivate and inspire them to provide top notch service to the customers.

  • Possesses and maintains thorough knowledge of student loan programs.

  • Prepares reports and correspondence as needed.

  • Coordinate routine review of procedures by sampling staff-completed work to assure consistency with federal regulations and laws.

  • Oversee training of new hires and when regulations and procedures change. Ensure team has resources they need to provide excellent customer service.

  • Perform other duties as requested.


  • Bachelor's Degree preferred in Business Management with relevant work experience.

  • 3 to 5 Years of experience is required in management, customer service/collections in a financial environment and financial reporting. Relies on experience and judgement to plan and accomplish goals.

  • Proven experience with selection, implementation, and management of integrated contact management/call center.

  • Ability to apply learned business skills such as leadership, strong PC literacy skills and computer software knowledge.

  • Working knowledge of MS Word, Excel and Outlook as well as internet navigations and research is essential.

  • Ability to formulate, document, and implement policies and procedures.

  • Ability to apply visual, comprehension, effective listening, problem solving, data entry, prioritizing, organization, multi-tasking, and customer relations skills in the performance of all essential job functions.

  • Ability to communicate effectively, both verbally and in writing, with or without the use of interpretive devices.

  • Ability to use general office equipment such as computer, phone, fax, copier, calculator, etc., with or without reasonable accommodation.

  • Ability to sit or stand for long periods of time in order to perform essential job functions.


  • Medical - Harvard Pilgrim Healthcare (80% company paid)

  • Dental- Delta Dental (100% company paid)

  • Vision - Delta Vision (80% company paid)

  • Life/LTD/AD&D Insurance (100% company paid)

  • 403(b) retirement plan with generous company match

  • Non-elective Employer Contribution to retirement plan after 2 years

  • Tuition Reimbursement

  • 11 paid Holidays/Floating holidays

  • Earned Time Off (ETO)

  • Free WiFi hotspots / Free onsite parking / Free Coffee

  • Casual days for Charity