Darrell Marcus, Customer Service Representative for Campus Partners, is one of our company’s hidden treasures. Darrell usually does not work directly with student loan administrators, but that does not mean that he does not have a big impact. Darrell is on the front lines when it comes to borrower services, which is an important role in our company. He responds to calls from borrowers and also processes forms for them.

As reported in last month’s Update newsletter, more borrowers are calling because of financial difficulties. Representatives, such as Darrell, are there to provide information about deferments that may be available to the borrowers, and as a result, borrowers are sending in more deferment forms for processing. Requests for hardship deferments seem to be on the rise, and Darrell is happy that we can provide that lifeline for the borrower, who may be in trouble financially. “Hardship forms require more scrutiny because you have to look for job certification dates and other documentation, but it is worth it to help the borrower with the deferment,” Darrell stated.

Darrell is known for his speed and accuracy in processing forms, as well as his compassion in dealing with borrowers. He receives calls from borrowers who may be upset because of a bill with a late fee or other issues. “I always stay calm and listen. If I stay calm, the borrower usually stays calm. I give them a chance to vent their frustration and let them be heard. This is what they need and they respond positively to my demeanor,” Darrell explained. In most cases the situation can be resolved without rancor, and the borrower feels better. Darrell finds helping borrowers is the most rewarding part of his job.

Processing forms is another important contribution. Darrell’s philosophy about work is very down to earth and worthy of emulation. “I get here on time whenever I am scheduled. I process as many forms as I can without errors. I don’t get stressed out and I do the best I can,” Darrell said.

Not only does he get to work on time, he gets to work everyday. He has had perfect attendance for the last eight years since he started working for the company in November 2000. The secret to his perfect attendance? “I get up and go to work,” Darrell explained. He does not even consider taking a sick leave day. His reliability makes him very valuable in staffing the Call Center and meeting processing standards.

Patrick Roberson, Supervisor, Loan Operations is very impressed with Darrell. “Darrell is a model employee. His dedication to achieving perfect attendance and engulfing himself in his work is commendable and speaks volumes for his commitment to our team and Campus Partners,” Patrick commented.

Monday and Tuesday are the busiest days in the Call Center, and Darrell is always needed on the phone on those days. Although the reasons for the calls vary, many of the callers want to make a payment. Darrell is very happy to assist them, but also tells them how they can avoid a service charge by making their payment through our automated telephone system or online via mycampusloan.com. Many borrowers are appreciative of this information but still make their payment over the phone. This is a perfect example of how our company marries customer service and technology. We provide a very personalized and compassionate response to callers through representatives like Darrell, and support that high tecch experience with advanced technology to assist the borrower.

Darrell is Winston-Salem born and raised and also attended college locally. He is a graduate of Winston-Salem State University and holds a degree in accounting. He stays close to his large family, which includes two brothers, two sisters, nieces and nephews, and his mother. He supports his nephews by attending all of their football, basketball, and baseball games, which leaves him with little free time on the weekends. Some day he would like to travel internationally, but for now he is content at home. Watching movies is one of his favorite activities and he particularly likes action movies, such as The Dark Knight. He also enjoys listening to R&B and Gospel.

Earlier in the article, we referred to Darrell as a hidden treasure and that could not be more accurate. Merriam-Webster Online defines “treasure” as a “person esteemed as rare or precious” and that definition fits Darrell perfectly. His pleasant demeanor, his commitment to excellence, and his dependability make him an enormous asset to our company and the borrowers he serves. We are all enriched by his presence at Campus Partners.