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Kaplan · 1 week ago

Student Loan Counselor

United States

Full-time

Remote

Entry Level

$31K/yr - $79K/yr

2+ years exp

Kaplan is a global company focused on education and technology, aiming to inspire change in the world. The Student Loan Counselor's primary function is to assist delinquent student borrowers in managing their accounts and preventing defaults through counseling and communication.

Corporate TrainingEdTechEducationTest and MeasurementTraining

Hiring Manager

Neisha B

Responsibilities

Place outbound calls, send letters, and send emails to contact delinquent borrowers and advise them of their repayment responsibility and options

Receive phone calls from students, answering their questions regarding their loans and repayment options

Counsel borrowers regarding the requirements for deferment, forbearance, rehabilitation

Obtain completed deferment and forbearance forms from borrowers and submit them to the appropriate servicers in accordance with department guidelines

Track and report contact and cure activities in accordance with departmental guidelines

Follow approved scripts and use approved letters in student contact activities to ensure compliance with company and regulatory requirements

Achieve the weekly, monthly and quarterly cure and activities goals set by management

Act as liaison between the student borrower and the loan servicer to obtain verbal forbearances and to update borrower information

Skip-trace borrowers and update student database (CampusVue) with new demographics

Cooperate with quality assurance in all review and process refinement activities

Assist in the confirmation / research of cures obtained from 3rd party cohort servicers

Complete other duties, as assigned

Qualification

Call center experienceDefault managementConsumer loan collectionsMS-ExcelCustomer service skillsProfessional interactionScript adherenceOral communicationWritten communicationAttention to detailConfidentialitySelf-starter

Required

Associate degree required; Bachelor's degree preferred

2+ years' experience and/or training

Call center experience in default management and/or consumer loan collections

Fundamental skill level in MS-Excel

Accurate recall and input of data

Excellent customer service skills

Strong oral and written communication skills

Attentive to details and listens well

Ability to maintain confidentiality of sensitive data

Ability to spend long periods of time on the telephone and follow a script

Self-starting and able to work consistently without direct supervision

Ability to interact in a professional manner with borrowers and co-workers

Ability to explain options clearly to borrowers

Must be able to work evening and weekend shifts as necessary or assigned

Benefits

Remote work provides a flexible work/life balance

Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)

Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members

Comprehensive health benefits new hire eligibility starts on day 1 of employment

Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities