Job: F/A Loan Counseling Service Advisor

F/A Loan Counseling Service Advisor
Kaplan Division: Kaplan University
City: Fort Lauderdale
State/Province: Florida Position Type Full Time
Job Level: Some Experience

Job Description
Loan Counseling Services Advisors assist and motivate a cohort of students no longer enrolled at Kaplan University to enter into repayment of their Federal Student Loans through outbound call attempts and correspondence via electrionic and regular mail.
- Maintain a cohort list of students that are past due on their federal student loan payments
- Enter Student Data, obtained from guarantor, delinquent borrower lists, into the Campus 2000 system and other internal systems
- Research student federal aid history with NSLDS and other external systems
-Help students understand their repayment options
- Maintain telephone coverage during assigned hours, including answering inbound calls from students and internal customers and making outbound calls on various campaigns
- Skip Trace delinquent students to obtain and up current contact information into Campus 2000 and other internal systems.
- Follow up with delinquent Students via e-mail, telephone and various other communication methods
- Understand and answer general questions regarding Federal Aid repayment options
- Conduct self according to Kaplan's expectations. This includes schedule adherence, attending required training classes, and adherence to all SOP's.
A likely activities breakdown (must equal 100%):
- Outbound, telephone contact attempts to out of school students (65%)
- Managing returned mail (15%)
- Skip Trace delinquent students to obtain current contact information (10%)
- Attend required training sessions/huddles (5%)
- Other related duties as assigned (5%)
Minimum Requirements:
Associate's degree from an accredited school required or must be currently enrolled in an accredited bachelor's degree program. Bachelor's degree from an accredited school preferred.
One to two years experience and/or training
Customer Service or Collections Call Center
Extensive working knowledge of PC and the Microsoft Windows and Outlook
- Excellent knowledge of Microsoft Office programs (Word, Excel, Power Point)
- Skilled communicator, both via phone and in writing (e-mail)
- Possessing excellent analytical and negotiation skills
- Ability to problem-solve customer issues
- Adaptable to change
- Service oriented
- Ability to succeed in a team environment
- - Flexible with any schedule between Monday - Saturday, from 9:00 a.m. - 10:00 p.m. Eastern.
- Loan Counseling Services Advisors working a Monday - Friday schedule need to be available for occasional Saturday overtime.