Reporting to the Director, Default Management, the Default Management Specialist in a multi-faceted, multi-location academic and corporate setting, 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.

Essential Functions & 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.

Minimum & Preferred Qualifications:

Required:

• High School Diploma required.
• 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.

Preferred:

• Associate degree from Accredited University or College preferred.

Experience & Skills:

Required:

• 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.
• Preferred:
• 2+ years’ experience as a financial aid administrator
• 1+ years of collections experience
• Bilingual English/Spanish

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Do you want a career that allows you to make a difference in other people’s lives? Discover what it means to truly believe in the work that you do at West Coast University.

At West Coast University, we have the privilege of educating students seeking careers in healthcare and guide them through their transformational journey from student to caregiver. Our associates are united behind that purpose and share a deep commitment to our values of teamwork, collegiality, transparency, and a student-centric approach to all we do. This focus creates an aligned, nimble, and consensus-driven culture that is solution-oriented and supports our associates’ professional growth.

West Coast University is proud to be an equal opportunity employer. We embrace diversity and are dedicated to creating an inclusive environment for all associates.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, flexible spending accounts, 401(k) match, paid time off, holidays, parental leave, tuition reimbursement, adoption assistance, health savings accounts, employee discounts, commuter benefits, and company paid life, AD&D and LTD insurance.