If you’ve got call center chops and you can stay calm while walking people through money stress, this is a solid “help people + hit numbers” role. Your core mission is preventing student loan defaults by getting delinquent borrowers back into a workable repayment status.
About Kaplan
Kaplan is a long-established education company operating at the intersection of education and technology, with a big remote workforce and a broad benefits package.
Schedule
- Full-time
- Remote, nationwide (USA)
- Must be willing to work evenings/weekends as needed/assigned
What You’ll Do
- Make outbound calls, send letters, and send emails to delinquent borrowers
- Take inbound calls and answer questions about loan repayment options
- Counsel borrowers on deferment, forbearance, and rehabilitation options
- Collect completed forms and submit them to the appropriate loan servicers
- Track and document contact and “cure” activity in line with guidelines
- Follow approved scripts and letters for compliance
- Hit weekly, monthly, and quarterly cure and activity goals
- Act as liaison with loan servicers for verbal forbearances and borrower updates
- Skip-trace borrowers and update records in CampusVue
- Support QA reviews and help confirm cures reported by third-party cohort servicers
- Handle other tasks as assigned
What You Need
- Associate degree required (Bachelor’s preferred)
- 2+ years experience and/or training
- Call center experience in default management and/or consumer loan collections
- Basic MS Excel skills
- Strong, accurate data entry and recall
- Great customer service and communication skills
- Detail-oriented, strong listener, able to follow scripts
- Ability to maintain confidentiality and handle sensitive data
- Comfortable spending long periods on the phone
- Self-starter who can work consistently without close supervision
- Professional demeanor with borrowers and coworkers
Benefits
- Remote work flexibility
- Retirement plan with automatic enrollment and 8–10% annual company contribution (based on tenure)
- “Gift of Knowledge” tuition assistance and discounts for employees and close family
- Health benefits eligibility starts Day 1
- Generous PTO (holidays, vacation, personal, sick) + 1 volunteer day + 1 D&I day
Pay
- Salary Grade A: $31,200 to $78,647 (final offer depends on qualifications, experience, education, skills, and market data)
Real talk: this job is basically “compassionate collections with guardrails.” If you hate scripts or hate being measured on weekly numbers, you’ll be miserable. If you like structured workflows, clear targets, and helping people find a path out of delinquency, it can be a good lane.
Happy Hunting,
~Two Chicks…