Senior Borrower Advocate

About Us

At American Student Assistance? we believe our role in higher education financing should reflect our vision for the future.

Which is why we are forging a new public purpose role in the student loan industry that is proactive and borrower-focused ? centered on making student loans more accessible, manageable and successful for students, schools and lenders.

That means working with government agencies to further the country?s education access goals. Providing lenders with the resources they need to build their student loan business. Serving college financial aid offices with comprehensive tools and expertise. And helping borrowers successfully apply for, manage and repay their student loans.

As a federally funded, non-profit organization of more than 500 dedicated professionals who share a public purpose, we have the vision, compassion and determination to help guarantee success for generations to come.

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Job Description

The Senior Borrower Advocate is responsible for assisting borrowers in resolving issues experienced throughout the repayment process.? he/She responds to inquiries that are exceptions to the routine dispute process and more complex in nature.?? The Senior Borrower Advocate provides personalized responses regarding balance disputes, settlement offers, fraud, NSLDS conflicts, request for?repurchases, and teacher loan? forgiveness.? The Senior Borrower Advocate team also responds to emails and web questions from borrowers who are in grace period, repayment delinquency and default. Senior Borrower Advocates identify trends and suggest initiatives to reduce disputes, increase efficiencies and improve processes.? Fields problem calls and utilizes conflict resolution skills to provide superior customer service.?

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Job Requirements

2 years of customer service experience required.? Knowledge of student loan industry, federal regulations and life of loan process preferred.? Superior customer service, oral and written communication, and problem solving skills required.? Must be well organized, able to work independently, detail oriented and analytical.? Must be proficient in MS Office applications.? Bachelor?s degree or equivalent experience preferred.

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