Student Loan Counselor

Job Title 

Student Loan Counselor

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The primary function of the Student Loan Counselor (SLC) is curing delinquent student borrower accounts, preventing their default and maintaining the assigned cohort rates within the acceptable standards established by Senior Management of Kaplan. To accomplish this objective, the SLC will contact and counsel out-of-school student borrowers, assisting them with the best options for their condition, obtaining the needed forms and information; and forwarding that information to the 3rd parties who actually update the students accounts.

Key Job 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.

Minimum Qualifications:

• 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

Beyond base salary, our comprehensive total rewards package includes:

- 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

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.