Senior Project Associate (TLP Repayment)

The Senior Project Associate (TLP Repayment) supports the USRAP by managing travel loan repayments, supervising a team, and ensuring compliance with federal and state laws. The role involves overseeing repayment operations, coaching staff, and maintaining confidentiality and integrity in line with IOM standards.

Responsibilities

• Supervise a team of up to 7 staff undertaking Travel Loan repayments under the Contact Center pillar.
• Provide training and guidance to other team members on the use of the systems associated with TLP repayment operations.
• Support team members by coaching, following up and responding to complex cases as needed by the team.
• Through oversight of quality check (QC) measures, ensure staff members are adhering to appropriate scripts, following all SOPs and complying with federal and state laws as well as Fair Debt Collection Practices Act (FDCPA), the Fair Credit Reporting Act (FCRA).
• Perform various skip tracing techniques to locate right parties to negotiate payment arrangements.
• Update the Collect! with new information, record all contact results or dispositions, as well as take down any relevant notes about the contact and place them into the case notes section of the LMS.
• Support the National TLP Repayment Officer for any technical support needed from the Collect! service provider.
• Assist in processing incoming payments directly received from Participants or re-directed by the lockbox facility.
• Undertake duty travel as required and delegated to participate in meetings, trainings and other programme activities.
• Flexibility to work outside standard business hours as needed to provide supervision and support for team members working on shifts.
• Demonstrate an in-depth understanding of applicable SOPs, related systems and databases, and IOM Standards of Conduct.
• Maintain and ensure the confidentiality and integrity of all relevant paperwork in line with SOPs, Standards of Conduct and relevant data protection rules.
• Uphold RMM Protection Mainstreaming Minimum Standards while carrying out all duties and responsibilities and demonstrate the ability to remain professional, impartial and unbiased during all interactions with migrants and colleagues per the IOM Standards of Conduct and instruction on the prevention of sexual exploitation and abuse (PSEA).
• Alert the supervisor or management of any non-compliance to SOPs, RMM Protection Mainstreaming Minimum Standards or IOM Standards of Conduct by IOM personnel or partners.
• Perform other related duties as assigned.

Requirements

• Bachelor’s degree with four years of relevant professional experience; or Secondary education with six years of relevant professional experience.
• Demonstrated experience with staff supervision (strongly advantageous).
• Prior experience working with refugee travel loans (advantage).
• Demonstrated proficiency in IOM and TLP proprietary tools and systems (strongly advantageous).
• Work experience with Fair Debt Collection Practices Act (FDCPA) and Fair Credit Reporting Act (FCRA) compliance requirements and best practices (advantage).
• Demonstrated experience in billing and collections (strongly advantageous).
• Computer/software literate with good knowledge of Microsoft Office.
• Excellent interpersonal and communication skills to engage respectfully with diverse populations and handle sensitive financial discussions.
• Ability to communicate complex information in a clear, concise, and culturally appropriate manner.
• Proven ability to identify, analyse, and resolve operational or technical issues efficiently, ensuring minimal disruption to processes.
• Fluency in English is required (oral and written).
• Fluency in one (or more) of the following languages is a strong advantage: Spanish, Arabic, Swahili, Somali, Rohingya/Burmese, French, Ukrainian, Russian, Thai.

Skills

• Staff Supervision
• Refugee Travel Loans
• IOM Proprietary Tools
• TLP Proprietary Systems
• FDCPA Compliance
• FCRA Compliance
• Billing and Collections
• Microsoft Office Suite
• Financial Discussions
• Operational Problem Resolution
• Technical Issue Resolution
• Culturally Appropriate Communication

Languages

English