Default/Debt Specialist

The Student Loan Debt Specialist assists with the daily operations of all student loan management/counseling and default prevention efforts. Provides quality customer service to all students and their families. Responsible for the implementation of default prevention initiatives, which includes working with students to prevent student loan delinquency and default, discussing comprehensive repayment options, and increasing financial awareness and wellness. This position requires ongoing contact with students and working closely with a third-party service.

Essential Functions

Responsible for providing student loan counseling, information, and assistance to students in accordance with federal and state requirements and the school’s default prevention program.

Performs a variety of required activities to prevent borrowers, graduates and withdrawn students from defaulting on federal student loans.

Monitors the University’s Cohort Default Rate (CDR) as it fluctuates throughout the cohort year. Utilizes reporting systems to establish identifiable potential actions and/or solutions.

Contributes to the development of the default management plan by evaluating trends and establishing best practices.

Develops and implements loan repayment educational programs, focusing on “at-risk” student groups.

Contacts designated borrowers whose accounts are delinquent coordination with the third party servicer. Assists borrowers who are not current making federal loan payments to avoid defaulting on the loans and provides options to lower or postpone student loan payments based on the borrower’s individual need.

Able to multitask while handling a high volume of inbound and outbound calls, emailing, texting and documenting student information.

Identifies and communicates with other university departments and partner organizations to align activities in support of default prevention efforts.

Works collaboratively with other UTEP staff members, external loan servicers, appropriate vendors, and community agencies in developing strategies directed at default reduction.

Conducts Exit Counseling with assigned groups of outgoing students to reinforce repayment responsibilities and options and increase exit counseling completion rates.

Confers with individuals and groups to disseminate information and conducts scholarship, financial aid, default prevention, and financial literacy workshops at local high schools, on campus and throughout the community as requested.

Informs borrowers of their rights and responsibilities under the Direct Loan and FFEL Programs.

Perform the necessary steps to electronically certify, export and import all new loans and loan changes made to the Federal Direct Loan Programs for graduate, undergraduate and parent loans.

Maintains a high degree of confidentiality due to the sensitive information.

Complies with all Federal, State and University policies.

Other duties as assigned.

Skills and Knowledge

Knowledge of all Microsoft Office software and ability to learn and use a variety of software systems.

Ability to analyze issues and suggest possible alternatives, recommendations for improvements and options to address these issues.

Skill in resolving complex problems and student situations.

Ability to interpret and communicate regulatory requirements in oral and written form to a wide range of individuals and constituencies in a diverse community.

Must be a self-starter, capable of establishing priorities, and able to work in a fast-paced environment.

Exceptional customer service abilities.

Excellent communication skills, both verbal and written.

Strong interpersonal skills. Must be personable, approachable and a team player.

Detail-oriented, accurate, organized and efficient.

Ability to work independently, handle large volumes of work, and multi-task with frequent interruptions.

Ability to handle information in a confidential and professional manner.

Working knowledge of U.S. Department of Education (Title IV) rules and regulations.

Ability to follow regulatory policy and related procedures.

Supervisory Responsibilities: This position may supervise student workers. Must carry out supervisory responsibilities in accordance with the University's objectives, policies and applicable laws.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required Qualifications:

Education: Bachelor’s degree in Business, Public Administration, Education, Social Sciences or related field

and

Experience: 1-2 years of relevant experience may substitute for the degree requirement on a year-for-year basis Two years of proven customer service experience; preferably in financial aid. To be able to perform the duties of this position, the candidate must have access to several federal databases. To be granted access and clearance to these federal systems, the incumbent cannot be in default on any type of federal student loan.

Preferred Qualifications:

Four years of related experience and/or training to the essential duties and responsibilities, or equivalent combination of education and experience.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must frequently stand and walk. The employee must regularly sit; use hands to feel; reach with hands and arms; and talk or hear. The employee must lift and move up to 50 pounds.

The noise level for this work environment is usually moderate.

In keeping with its access, excellence and impact mission, The University of Texas at El Paso is committed to an open, diverse, and inclusive learning and working environment that honors the talents, respects the differences, and nurtures the growth and development of all. We seek to attract faculty and staff who share our commitment.

The University of Texas at El Paso is an Equal Opportunity / Affirmative Action Employer. The University does not discriminate on the basis of race, color, national origin, sex, religion, age, disability, genetic information, veteran status, or sexual orientation and gender in employment or the provision of services in accordance with state and federal law. Discrimination on the basis of sex includes an employee’s or prospective employee’s right to be free from sexual harassment under Title IX of the Higher Education Amendments of 1972.

For accommodation information for employees and applicants with disabilities, please contact UTEP's Equal Opportunity Office at eoaa@utep.edu.