Repayment Advisor I 

At the University of Phoenix, we are committed to the future of work by providing a fully remote, work-from-home environment. This strategy enables us to attract top talent nationwide, promoting a diverse and inclusive workforce. Are you looking for a rewarding and fulfilling position that offers challenging work and the opportunity to make a significant impact while collaborating with a team of fun, innovative individuals? Would you prefer to work with an organization that positively contributes to the world? If so, we would love to hear from you!

Are you searching for a rewarding, fulfilling position that offers challenging work and the ability to make a big impact while working side-by-side with a team of fun, innovative people? Ideally, would you like this position to be with an organization that makes a positive contribution to the world? If so…we would love to hear from you!

About UsUniversity of Phoenix is a leading higher education institution founded in 1976 by Dr. John Sperling. Our mission is to improve the lives of our students, their families and future generations through higher education. Our values (which hopefully you share) are: Brave. Honest. Focused.
Our University values and embraces all team members and their unique perspectives. We fundamentally believe in fostering an environment which deeply respects, celebrates, and actively encourages a diverse workforce. We are committed to hiring – and learning from – those who share our passion to help others achieve their educational aspirations.
We offer excellent benefits, an effective recognition program, and outstanding learning and development tools, including tuition vouchers for employees and their qualified family members.

About the Position

A Repayment Advisor works with delinquent federal student loan borrowers. The Repayment Advisor communicates with internal and external customers primarily through live chat, email, and SMS (phone calls as required) to support successful repayment of federal student loans.  

The Repayment Advisor educates current and former students about options, requirements, and obligations to help them successfully manage and repay their outstanding federal student loans. A Repayment Advisor also assists students in working with federal servicers to resolve issues with students’ accounts. The Repayment Advisor may also be directed to complete other duties as needed. Those successful in this role are individuals who embrace ambiguity, understand attention to detail, and can multi-task while working in a fast-paced environment.

What You’ll Do:

1. Educate current and former students about options, requirements and obligations for successful repayment of federal student loans; provide timely, accurate and comprehensive customer service to former and current students, including resource information financial aid, career services and other related areas.

2. Review and analyze students’ federal loan accounts on servicers’ website, National Student Loan Database System (NSLDS) and other Department of Education (ED) websites to gain a comprehensive view of a student’s current borrowing and account status, to be able to provide information about options available to the student.

3. Calculate repayment plan estimates and determine students’ eligibility for a variety of options, including repayment plans, postponement (deferment and forbearance), loan consolidation, loan forgiveness and loan discharge.

4. Report trends and inconsistencies with federal loan servicers’ processes and/or guidelines from ED regulations to allow for proactive conversations with federal servicers. 

5. Be available to work daily shifts in accordance with assigned full-time (40-hour) work schedule.  Occasional overtime may be required as business needs dictate.

6. Demonstrate personal and professional integrity as outlined in the Company Code of Business Ethics.

7. Perform other duties as assigned or apparent.

NOTE:  The Primary Accountabilities above are intended to describe the general content and requirements of the position and are not intended to be an exhaustive statement of duties.  Incumbents may perform all or most of the Primary Accountabilities listed above.  Specific goals or responsibilities will be documented in incumbents’ performance objectives as outlined by the incumbents’ immediate manager.

Supervisory Responsibilities

None

MINIMUM EDUCATION AND RELATED WORK EXPERIENCE:

• High School Diploma or GED

• Computer literate with an ability to learn proprietary software applications.  

ADDITIONAL QUALIFICATIONS: PREFERRED KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor’s Degree

• Ability to effectively communicate across multiple channels including chat, SMS, email and phone. 

• Strong written and oral communication skills, and an ability to navigate and influence conversations and manage conflict resolution between students and federal loan servicers, or students and the University.

• Previous experience involving one-on-one interaction in student advising or customer service.

• Exceptional interpersonal skills to be able to listen, empathize, comprehend and overcome obstacles in difficult or ambiguous situations.

• Strong analytical ability, with critical thinking skills and attention to detail

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