Student Loan Counselor-Fully Remote Position

JOB DESCRIPTION

Job Title: Student Loan Counselor (Fully Remote Position)

Reports To: Director of Title IV Administration & Compliance

FLSA: Non-Exempt, Full Time

Summary:

Fully Remote position (occasional travel for training may be required1-2 times/year)

Under general supervision of the Director of Title IV Administration & Compliance, the Student Loan Counselor is responsible for advising federal student loan borrowers over the phone in a call center environment. Counselors inform borrowers of their repayment options with the objective of preventing delinquency and default. Student Loan Counselors handle inbound and outbound calls in order to provide student loan borrowers with exceptional customer service while complying with regulatory requirements. Counselors work with federal loan servicers to prevent and resolve delinquencies and identify the best long-term solutions for borrowers. Inbound calls largely result from outbound communications to borrowers who are at critical points in the student loan repayment process.

Essential Duties and Responsibilities:

The information listed below is meant to serve as samples of job duties and responsibilities for positions in this classification. This list is neither inclusive nor exclusive, but indicative of several types of duties performed. Consequently, this information does not reflect Essential Functions for any given position in this classification.

• Interact with borrowers primarily by phone and, occasionally, vial other channels (email, text, etc.)
• Advise students of their financial obligation, the institution's financial options, and financial policies and procedures as related to their educational expenses.
• Manage a group of 1500 borrowers with no more than 250 delinquent borrowers
• Uses available skip resources to locate borrowers.
• Contact no fewer than 50 borrowers each week in attempt to collect outstanding debt via telephone, email, or written correspondence;
• Contacts listed references by telephone in an attempt to obtain location information of the student borrower.
• Document in the borrower's record, all contacts with the borrower and attempted contacts.
• Counsel borrowers on deferment/forbearance eligibility or other payment options.
• Employ excellent listening skills, applies program knowledge and utilizes available research resources in order to understand and assess student borrower situations as well as to identify potential avenues for resolution
• Utilize applicable websites to deliver holistic counseling

07/2023

• Counsel student loan borrowers with a focus on delinquency prevention and resolution.
• Review and understand key performance indicators along with the individual and team role in affecting outcomes.
• Manage assignments within the individual and team performance requirements
• Ensure assigned tasks and work queues are completed
• Provide recommendations for borrower communication, business processes or technology improvements.
• Complete annual certification program to ensure job knowledge is maintained
• Train or mentor new staff (if needed)
• Remain current and in compliance with corporate, industry, divisional and department process changes, as well as federal and state regulatory requirements.
• Understand and adhere to ASA’s privacy and security policies
• Actively attain self-development through training and courses with ASA, as well as external agencies.
• Actively participate in department meetings and assigned projects

Preferred Knowledge, Skills, and Abilities:

KNOWLEDGE

• Working knowledge of business operating systems (including Microsoft Office Suite);
• Knowledge of student loan processes and procedures

SKILLS

• Strong oral and written communication skills;
• Strong telephonic presence
• Well-developed interpersonal skills;

ABILITIES

• Must have the ability to effectively organize and establish priorities.
• Work independently to meet goals with minimal supervision

MINIMUM JOB REQUIREMENTS:

• High school graduate or equivalent
• A combination of education and experience in accounting or accounts receivable functions.

Working Conditions:

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands, talk, see, and hear. The employee must occasionally lift and/or move up to 25 pounds.