Student Loan Counselor

Purpose of the Position:

To lower total student-loan defaults by reducing the number of delinquent accounts.  The specialist is responsible for counseling student-borrowers on how to resolve delinquent accounts and to ensure future timely payments.

Primary Duties and Responsibilities

• Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, ABHES, and CIE.
• Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the VP of Compliance.
• Provides exit counseling to all withdrawal and graduating students with an in-person presentation where possible and ensure student completes their exit counseling on the Direct Loans website.
• Works with graduate students and those who withdrew from school to ensure they are on the right track to repay their student loans.
• Contacts borrowers to discuss the status of their accounts, and to advise them of their responsibilities and repayment options.
• Discusses repayment arrangements with borrowers.
• Advises student-borrowers about deferment and forbearance eligibility.
• Follows up on delinquencies.
• Reviews accounts to ensure the accuracy of information, act as a liaison between the borrower and the service provider, and ensure that all applicable requirements have been met.
• Provides adequate telephone coverage for incoming and outgoing calls.  This includes answering questions about student loans, including repayment options, delinquencies and default.
• Processes letters in a timely manner.
• Works with graduated students and students who withdraw from school to ensure they are on the right track to repay their student loans.
• Completes other duties, as assigned, to meet department goals.
• Compiles data and prepare reports to provide information about the progress about the trends of student-loan delinquency and default.
• Responsible for reducing balances for students who have graduated or withdrawn.

Skills & Core Attributes Required:  

• Excellent customer service skills along with written and verbal communication skills required.
• Ability to work in a proactive student finance environment.
• Working knowledge of Title IV Regulations.
• Must be computer and internet literate with ability to learn the Campus Vue.
• Flexibility to work evenings and weekends as needed.

Education/Experience Required:

• High school diploma or equivalent.
• 2-3 years of customer resolution and customer service experience.

Education/Experience Preferred:

• Bachelor degree or equivalent experience.
• 1-2 years of accounting or finance experience.