Operations Specialist - Borrower and Loan Services

About the role

Under direct supervision, responds to various written inquiries and forms and inbound calls from borrowers, lenders, schools and guarantors, providing detailed responses and resolutions on a broad variety of questions related to the FFEL program. Provides account and program information along with options relevant to resolving account questions and issues for both defaulted and non-defaulted loans.

Responsibilities

• Responds to written and phone inquiries regarding all aspects of FFEL loans, including account balances, Treasury Offset Program, Title IV eligibility, rehabilitation, garnishment and loan discharge programs for both pre- and post-default accounts.
• Guides customers on resolving delinquency or default, explaining long-term solutions and consequences of default.
• Processes loan discharge applications, determines approval or denial, calculates adjustments or refunds and communicates outcomes to borrowers.
• Provides account information to external entities such as credit reporting agencies and federal organizations; reviews and resolves electronic credit bureau disputes.
• Maintains accurate documentation of borrower interactions across all communication channels and performs necessary account follow-up.
• Identifies and routes NSLDS discrepancies; researches and processes loan maintenance updates including reversals, reinstatements, cancellations, transfers, and disbursement details.
• Prepares loans for repurchase and rehabilitation, including subsidy determinations for consolidation loans.
• Performs other duties and responsibilities as assigned.

Requirements

• High School diploma or GED
• 2+ years of relevant work experience
• Basic proficiency in Microsoft Office suite

Pay

The hourly pay range for this position is $21.00 - $24.00. Actual compensation may vary based on factors such as relevant experience, peer and market benchmarks, and geographic location.

Schedule

This position is classified as hybrid Monday - Wednesday and requires attendance in Minneapolis, MN.

Benefits

• Health & wellness benefits: Medical, dental, and vision insurance plan options, with a generous employer subsidy. Company paid life & disability insurance, pre-tax flexible spending accounts and robust wellness programs.
• Financial benefits: Generous 401(k) plan with a company match up to 6% and additional discretionary contribution potential, holiday time off, paid time off accrual starting at 20 days/year and commuter subsidy.
• Education benefits: Tuition reimbursement up to $10,500/year for approved programs and student loan payment reimbursement up to $4,800/year. Up to $5,250 of qualifying education benefits can be reimbursed pre-tax.