Default Management Specialist

Summary:

Provides information and assistance to federal student loan borrowers for American Career College and West Coast University. Enhances student understanding of financial responsibilities, and rights and responsibilities of student loan borrowing. Ensures that all students have appropriate guidance to make informed loan repayment decisions. Acts as liaison between borrowers and loan servicers as appropriate to resolve loan repayment issues. Acts as liaison between borrowers and other school officials as appropriate (e.g., financial aid office, business office, etc.). Performs skip-tracing activities to locate non-responsive borrowers in repayment.

Responsibilities:

• Contact student loan borrowers to offer assistance with financial literacy concepts, loan repayment options and responsibilities. Serves as liaison between borrowers and loan servicers as appropriate to resolve loan repayment issues. Works with students and servicers to facilitate workable repayment options on federal student loans prior to default.
• Encourages student borrowers to make payments. Assists students with information on income based repayment options, loan consolidation, deferment, or forbearance. Direct students to appropriate resources such as repayment charts, NSLDS, studentloans.gov servicer, Department of Education websites and contact information, etc.
• Counsels borrowers on the difference between federal and private loans, ensuring student understanding of obligations to both.
• Performs skip tracing activities for out-of-school students via the internet, phone, mail, and e-mails. Conducts social networking on the internet to find and communicate with students who are delinquent on their federal loans.
• Communicates student status with other departments such as Career Services, Financial Aid, Business Administration, and Student Services. Serves as liaison between borrowers and other school officials as appropriate (e.g. financial aid office, business office, etc.) to resolve balance inquiries or other questions.
• Maintains accurate and appropriate records of student contacts and demographic information in CampusVue and other student databases and prepares and sends correspondence to borrowers entering repayment and those in delinquent statuses.
• Assists federal student loan borrowers and campus Student Financial Services staff with questions regarding loan default and rehabilitation. Provides exceptional customer service to students, borrowers, and colleagues at all times.
• Responds to inquiries from student borrowers and federal loan servicers regarding student loan repayment. Work collaboratively with loan servicers to ensure accuracy of student demographic, enrollment, and contact information.
• Adheres to College/University policies and procedures and conducts job responsibilities in accordance with the standards set out in the College/University’s Code of Ethical Conduct, Compliance Agreement, Sexual Harassment Policy or any of its policies and procedures, applicable federal and state laws, and applicable professional standards.
• Maintains regular and timely attendance, reports to work as scheduled and as required to meet the needs of the College/University and assures time worked and/or time-off is recorded properly.
• Exercises care, proper use and maintenance of department equipment and supplies and identifies unsafe conditions and makes appropriate adjustments.
• Maintains order, cleanliness and safety at work.
• Performs other duties as assigned.

Required Qualifications:

• High School Diploma required; Associate degree from Accredited University or College preferred.
• May not be in default on a federal student loan, or owe repayment of a federal grant.
• Consent to audio and video record of conversations with student borrowers.
• Minimum two year of experience as a customer service representative or financial aid administrator required.
• Experience with MS Office, popular social networking sites, and the internet.
• This is an onsite position where you will work in our administrative office in Irvine daily.

Preferred Qualifications:

• 2+ years’ experience as a financial aid administrator.
• 1+ years of collections experience.
• Bilingual English/Spanish.
• Ability to research the internet and familiar with social networking sites.
• Ability to demonstrate strong professional written and verbal communication and interpersonal skills.
• Ability to demonstrate the highest levels of integrity and professional ethics in all aspects of the job function.
• Ability to self-direct, self-pace, multi-task and function well under pressure of deadlines and conflicting priorities.
• Ability to work effectively in a highly ethnic and culturally diverse student and associate community.
• Ability to work with individuals at all levels of the organization.
• Willingness to work a flexible schedule that includes evening and weekend hours. Reliable attendance is required.
• Ability to exercise good judgment.

Compensation:

• $23.59 - $31.84/hour
• Great Benefits Package