Careers

Pantheon Student Solutions is seeking motivated, qualified individuals to serve as Student Loan Counselors.

The position involves intensive data management and excellent customer service skills. A high degree of computer literacy and professional telephone etiquette are required.

Position Summary

The primary function of the Student Loan Counselor is to resolve delinquent student borrower accounts to prevent default. To accomplish this objective, the candidate will contact and counsel out-of-school student borrowers, assisting them with the best options for their unique situation, obtaining the needed forms and information; and forwarding that information to the third parties who update the students accounts.

Key Job Responsibilities

• Receive and process borrower account data from client schools
• Verify accuracy of data with loan servicers and Department of Education resources
• Place outbound calls, send letters, and 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 and consolidation options
• Obtain completed deferment and forbearance forms from borrowers and submit to appropriate servicers
• Follow approved scripts and use approved letters in student contact activities to ensure compliance with company and regulatory requirements
• Act as liaison between student borrower and loan servicer to obtain verbal forbearances and to update borrower information
• Skip-trace borrowers and update student database with new demographics
• Send monthly reports of performed activities and calculated default rates to client schools
• Cooperate with quality assurance in all review and process refinement activities
• Complete other duties, as assigned

Minimum Qualifications

• Spanish fluency is a plus
• Associate degree in business or related area of study OR substitute two years of contact center or customer service experience
• Fundamental skill level in MS Excel and other Windows-based computer applications
• 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 and accurately to borrowers
• Must be able to work occasional evening and weekend shifts as necessary or assigned

Benefits

• Periodic performance pay increases and performance- based bonuses available
• Sick days, vacation and holidays
• Health benefits and retirement plan available after probationary period
• Potential for advancement to managerial or specialized positions for qualified employees

Interested applicants may submit a cover letter and resume to info@pantheonstudentsolutions.com

No phone calls, please.