Position Summary:
The Enrollment Processing Supervisor serves as the subject matter expert for enrollment processing activities within the Perkins Loan Servicing Program. This role coordinates daily workflow, supports team members, and ensures borrower enrollment information is processed accurately and in compliance with Federal Student Aid (FSA) requirements and federal regulations. The Supervisor provides operational guidance, performs quality reviews, resolves complex issues, manages borrower complaints, and partners with internal stakeholders to improve processes and service delivery.
Key Responsibilities:
Perkins Loan Operations & Compliance
- Manage day-to-day enrollment processing activities to ensure timely and accurate updates in accordance with FSA requirements and federal regulations.
- Serve as the primary subject matter expert for enrollment processing policies, procedures, and system functionality.
- Perform quality assurance reviews to ensure data accuracy, regulatory compliance, and adherence to operational procedures.
- Identify processing trends, root causes, and opportunities for operational improvement and recommend corrective actions.
- Coordinate with educational institutions to resolve enrollment discrepancies and support accurate reporting to NSLDS and servicing platforms.
- Support implementation of system enhancements, workflow improvements, and automation initiatives.
- Assist with audits, compliance reviews, and documentation requests by providing operational expertise and supporting evidence.
- Maintain current knowledge of Department of Education regulations, servicing requirements, and industry best practices.
Team Leadership & Operational Support
- Provide day-to-day supervision, coaching, and technical support to team members on complex enrollment processing activities.
- Assist with onboarding and training of new staff and reinforce established procedures and quality standards.
- Monitor daily workflow and help prioritize work to ensure service level agreements and production goals are achieved.
- Partner with management to identify training opportunities, process improvements, and operational efficiencies.
- Serve as a resource for escalated operational questions and assist in resolving complex processing issues.
Borrower Complaint Resolution
- Research, investigate, and resolve escalated borrower complaints related to enrollment reporting, account status, and servicing activities.
- Coordinate with internal departments and external stakeholders to ensure borrower concerns are resolved accurately, timely, and in accordance with regulatory and contractual requirements.
- Analyze complaint trends and recommend process improvements to reduce recurring issues and improve the borrower experience.
- Ensure complaint documentation is complete, accurate, and maintained in accordance with company policies and regulatory requirements.
Loan Operations & Data Integrity
- Review enrollment data and supporting documentation for completeness and accuracy.
- Ensure timely integration of enrollment updates into servicing systems and NSLDS.
- Support reconciliation activities and identify data discrepancies requiring corrective action.
- Monitor data quality and recommend improvements to strengthen operational controls.
Reporting & Continuous Improvement
- Prepare and analyze operational reports related to enrollment processing, quality, production, and borrower complaints.
- Monitor key performance indicators and identify trends affecting operational performance.
- Participate in process improvement initiatives focused on increasing efficiency, quality, compliance, and borrower satisfaction.
- Document procedures, job aids, and best practices to support operational consistency and knowledge sharing.
Minimum Requirements (Education & Experience):
- High School Diploma or GED required.
- Must be a US citizen
- Minimum 2 years of experience leading, coaching, or supervising employees in an operations environment.
- Minimum 3 years of experience in student loan servicing, enrollment processing, loan operations, quality assurance, compliance, or data management.
- Minimum of 1 year experience supporting regulatory audits, quality assurance reviews, and compliance examinations.
- Must be able to obtain and maintain a Department of Education 6C Security Clearance
- Not in default on federal student loans
- Demonstrated financial responsibility
- No felony convictions within the past 7 years
- Misdemeanor convictions within the past 7 years may impact eligibility
- No non-medical collections totaling $7,500 or more
Minimum Requirements (Knowledge Skills & Abilities):
- Demonstrated experience working with productivity metrics, quality standards, and service level agreements.
- Experience using Microsoft Excel for reporting, analysis, and data validation.
- Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau, its related regulations and the state laws and regulations
- Ability to create presentations and provide training to staff regarding performance
- Ability to audit and review and reconcile loan balances and payments
- Capable of leading a team and coaching a team
- Detailed oriented and ability to multi-task
- Excellent written, verbal, and interpersonal communication skills
- Proficient knowledge of Microsoft Office applications
- Ability to read, write and speak fluent English
- Excellent presentation and facilitations skills
- Demonstrated ability to communicate effectively within all levels of the organization.
Preferred Requirements (Education & Experience):
- Bachelor’s degree; and/or the equivalent through combination of education and/or experience
- 3+ years of student loan servicing or education finance experience.
- 2+ years of experience with NSLDS reporting and enrollment management processes.
- 2+ years of supervisory experience managing operational teams of 5 or more employees.
- 2 years’ experience in administrative support leadership role directing and managing teams on the student loan servicing contract
- 3 years’ experience in enrollment processing, loan servicing, quality and/or data management.
- Expert level knowledge in Microsoft Excel and at least intermediate level knowledge in Microsoft Word.
Equal Opportunity Employer, including veterans and individuals with disabilities. The Know Your Rights Poster can be found at https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary.
Please note: We are currently unable to consider applicants residing in California, Hawaii, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding.
