The positions that Janet Sorg has held since she began her career at USA Funds® 27 years ago are many and varied, but they have one aspect in common: Sorg’s roles have always focused on customer interaction.
As USA Funds’ customer relations director since 2010, Sorg leads a team of more than two dozen staff members. They focus on a variety of USA Funds products and services — everything from default prevention tools and solutions, to financial aid training, to grants and partnerships. But they too share an emphasis on serving customers.
“When you look at the customer relations group, it’s responsible for working with every single department in our company. But we often are on the forefront of customers’ contact with USA Funds,” says Sorg.
“We always have to be good at what we do, to make a connection with people, so that we’re a partner in helping students get off on the right foot in their lives.”
Sorg got her first job at USA Funds — in account services — in 1986 after completing an application she received from a friend. She soon found that she had a knack for interacting with others and providing customer service.
In her current role, Sorg directs staff who are responsible for supporting products, fielding general calls to USA Funds, and conducting borrower outreach through USA Funds Borrower Connect InTouchSM. She also is involved in USA Funds’ security and risk management program, helping to review its policies and procedures.
“I enjoy knowing I’m making a positive difference in someone’s life,” she says. “Whether I’m helping an employee or a student, school or lender calling in, I just love working with people. I’m always thinking, ‘What can I do to help you?’ That’s what makes me feel good.”
Now based in her native Indianapolis, Sorg attended Ball State University in Muncie, Ind.