Student Loan Quality and Support Specialist

Summary of Work

As the Student Loan Quality & Support Specialist, you will serve as a cross-functional resource supporting multiple areas within the Education Market. This role requires a high level of technical knowledge across the student loan lifecycle and the ability to adapt quickly as operational needs shift. You will support the Education Market team by providing operational coverage, resolving complex borrower issues, and assisting leadership with ongoing initiatives that strengthen service delivery and program performance.

In this role, you will provide high-quality service to both internal colleagues and external borrowers. You will demonstrate full competency in all stages of the student loan lifecycle, including origination, processing, and servicing. You will respond to borrower inquiries, provide accurate guidance, and assist customers throughout the life of their loan. During periods of increased demand, staffing shortages, or operational changes, you will provide hands-on support across service areas, including assisting with phone coverage, completing phone reviews, and helping maintain service continuity.

This position also plays an important role in resolving complex borrower issues. You will manage escalated concerns through the Issue Management workflow process, evaluating the scope and urgency of each situation and coordinating with staff, leadership, and service area partners to ensure timely and accurate resolution. Through this work, you will identify patterns in escalations and help recommend process improvements or system enhancements that strengthen Education Market operations.

In addition, you will support initiatives that promote strong student loan performance and borrower outcomes. By working across multiple service areas, you will provide informed feedback that helps ensure consistency, compliance, and accuracy in daily operations. You will collaborate with leadership on projects that strengthen portfolio quality and operational effectiveness while supporting ongoing program goals.

To be successful in this position, you will be a highly adaptable and knowledgeable professional who is comfortable working independently and supporting multiple operational areas. You will demonstrate strong problem-solving abilities, attention to detail, and the ability to manage complex borrower situations with professionalism and care. Your ability to collaborate across teams and provide peer support will help maintain a strong service culture within the Education Market.

Minimum Qualifications

To be considered for this position, you must have a high school diploma or GED and a minimum of six years of customer service or student loan servicing experience, with demonstrated proficiency across multiple functions such as phone servicing, account research, payment processing, problem resolution, and peer review. Experience handling escalated or complex borrower situations and working independently with minimal supervision is required. College-level coursework in accounting, business administration, banking, economics, or finance may substitute for the work experience requirement on a year-for-year basis. Prior cross-training or experience serving in a float or backup role supporting multiple service areas is preferred.