Student Loan Counselor

Job Title 

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:

• Bachelor’s Degree
• Two+ 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

We offer a competitive benefits package including:

Remote work providing 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
Competitive health benefits and new hire eligibility starts 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
And so much more!

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This position is a Salary Grade A

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Additional Locations 

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Kaplan is an Equal Opportunity Employer.  All positions with Kaplan are paid at least $15 per hour or$31,200 per year for full-time positions.  Compensation for specific positions are based on job level, skills, years of experience, and education, among other factors.  Additionally, certain positions are bonus or commission eligible.  Information regarding benefits can be found here.

Diversity & Inclusion Statement:

Diversity inspires innovation and growth in the Kaplan community.  Kaplan strives to be a model employer for inclusiveness.  Not only does Kaplan value its employees for their professionalism and skills, but also for the unique viewpoints they bring to the Organization. Kaplan's employees bring diverse perspectives, ideas, and backgrounds that give Kaplan a competitive edge in anticipating and exceeding our students' needs in today's global market. Learn more about our culture.