Student Loan and Account Recovery Advisor

Carson Newman University • Jefferson City, TN

158d

About The Position

The Student Loan and Account Recovery Advisor plays a vital role within Student Financial Services Division by helping with customer service needs within the Student One Stop, providing proactive loan counseling aimed at preventing federal student loan default and offering compassionate support to students in managing their financial obligations. This position is responsible for educating current and former students about loan repayment options, assisting in default prevention strategies, and managing the recovery of past-due balances for students who are no longer enrolled. The advisor must combine strong communication skills with a student-centered approach to help students successfully understand their student loan repayment responsibilities while supporting the University's financial sustainability in account recovery of past-due balances to lower total outstanding student account receivables year over year.

Requirements

• Bachelor's degree in Finance, Accounting, or Business related field required.
• Experience in collections, counseling, financial aid, or financial education in a higher education or financial services setting highly desirable.
• Knowledge of federal student loan programs, default prevention practices, and applicable regulations preferred.
• Familiarity with collections best practices and regulatory compliance a plus.
• Strong interpersonal and communication skills, with the ability to interact effectively with various student populations.
• Demonstrated problem solving abilities and the capacity to handle sensitive financial matters with professionalism and empathy.
• Commitment to providing excellent customer service and promoting student financial wellness.
• Ability to work independently and collaboratively within a team environment.
• Strong organizational and time management skills.
• Ability to analyze financial reports and prepare reports.
• Accounting and finance background and math and detail-oriented skills, administrative procedure skills, proficiency in working with Microsoft Word, Excel and Datatel or similar database system.

Nice To Haves

• Exceptional customer service principles and ability to interact well with others.

Responsibilities

• Manage recovery of past-due student account balances from students who are no longer enrolled, using a student-focused and solutions-based approach.
• Provide clear, empathetic communication to students and former students regarding their financial responsibilities.
• Maintain accurate, timely, and confidential records of communications, repayment plans, and account recovery activities.
• Coordinate with third-party collection agencies and internal departments to resolve outstanding balances and ensure compliance with institutional and federal regulations to include transmittal of collection notices.
• Interpret and apply federal and institutional policies related to student loans, collections, and financial services.
• Monitor account collection and recovery efforts and prepare reports as needed on account delinquencies and repayment trends to support data-driven strategies for outreach and collections.
• Establish repayment plans that will recover the account and adhere to best practices and standard procedures.
• Process receipt of payments in account recovery and when assisting customers in the Student One Stop making payments and deposits.
• Serve as a resource and advocate for students, helping them understand financial responsibilities and navigate repayment successfully while upholding the university's financial policies and objectives.
• Provide individualized loan counseling to students and recent graduates or withdrawn students regarding repayment options, deferment, forbearance, and consolidation to support default prevention for federal student loan borrowers.
• Develop and deliver financial literacy education and outreach programs focused on student loan management and responsible borrowing.
• Identify at-risk borrowers and implement strategies to proactively prevent federal direct student loan delinquency and default.
• Bundle and deliver all documents for reassignment of delinquent Federal Perkins Loans to U.S. Department of Education in a timely manner and resolve pending acceptance reports with ECSI/Department of Education, and document acceptance or denial of reassignment by the US Department of Education in student file and student information system.
• Responsible for communicating to students the requirement for entrance counseling and exit counseling and to assist students with questions.
• Stay current on regulatory changes affecting student loan counseling and account recovery, and participate in relevant training and professional development.
• Assist with customer service needs in the Student One Stop staff via phone, email, and at the counter, and also assist with student refunds, and E-Confirmation processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: Bachelor's degree