Mayor’s Office of Education - Student Loan Education Officer

About the role

Philadelphia is a best‑in‑class city that attracts best‑in‑class talent, offering a thriving arts scene, rich history, and a culture of passion and grit. The City employs over 30,000 people across more than 1,000 job categories and values inclusion, integrity, innovation, empowerment, and hard work. The Mayor’s Office of Education (MOE) advances a world‑class education system for Philadelphians of all ages, developing policies and programs, implementing mayoral initiatives, and collaborating across city departments and education institutions to support learners from kindergarten through adulthood, with focus on K‑12 education, career readiness, workforce development, and post‑secondary and adult education.

Responsibilities

• Provide tailored student‑loan education and resources to borrowers based on individual circumstances.
• Assist borrowers with applications for cancellation, forgiveness, discharge, and repayment‑plan enrollment.
• Help borrowers navigate default, rehabilitation, and delinquent options.
• Maintain thorough case records documenting services provided, resources shared, and referrals.
• Recognize and contribute to reporting program trends and statistics; track and report on borrower outcomes and outreach activities.
• Oversee the Student Loan Hub: curate website content, ensure it is factual and up‑to‑date, monitor national student‑loan policy and legislative changes, and work with leadership and industry partners.
• Conduct outreach and education: deliver in‑person and virtual presentations/training to City employees, residents, employers, and community organizations; prepare training materials, fact sheets, and educational content; design and deliver workshops; engage in targeted social‑media outreach to reach underserved borrowers.
• Lead peer case reviews, recommend process improvements, track and report program trends and metrics, oversee CCME Fellows (assign duties, support deadlines, provide feedback and coaching), and model high‑quality, culturally responsive customer service.
• Perform other duties as assigned by the supervisor.

Requirements

• Professional judgment to prioritize cases, outreach, and program objectives effectively.
• Strong organizational skills and ability to manage multiple cases, projects, and deadlines independently.
• Excellent written and verbal communication skills for educating, presentations, and documentation.
• Advanced‑level proficiency with Microsoft Office Professional Suite (Excel, Word, PowerPoint, Teams, Outlook, Forms).
• Ability to provide information fairly and impartially in a culturally and linguistically appropriate manner.
• Proven customer‑service skills with experience de‑escalating and resolving borrower concerns.
• Demonstrated ability to work collaboratively in team settings and with external partners and stakeholders.