Mayor’s Office of Education - Student Loan Education Officer

City of Philadelphia • Philadelphia, PA

20d

About The Position

The Student Loan Education Officer supports the One Philly Education Debt Navigator Initiative (EDNAV), which provides Philadelphia student loan borrowers with free, trusted information, education, and assistance managing student loan debt. The initiative is a partnership of the Mayor’s Office of Education, the Chief Administrative Office, and the Office of Community Empowerment and Opportunity. The officer oversees student debt education services, including outreach to City residents, support for Philadelphia employers, and development of programs focused on student debt across the education continuum. The position reports to the Director of Student Loan Programs and collaborates with EDNAV staff, CCME Fellows, community partners, and internal and external stakeholders to provide borrower support and improve the program.

The role provides individualized borrower education and assistance with repayment plans, default, rehabilitation, delinquency, and loan cancellation, forgiveness, or discharge programs. It also maintains case records, tracks outcomes and outreach, oversees student loan website resources, monitors policy changes, and delivers outreach, presentations, training, and workshops. The officer leads peer case reviews and recommends service improvements, while overseeing CCME Fellows’ work and supporting their development.

The position requires a bachelor’s degree or relevant advanced degree in a related field, or an equivalent combination of education and experience, and two to four years of experience in counseling, outreach, community education, customer service, or a related professional setting. The successful candidate must become a City of Philadelphia resident within six months of hire.

Requirements

• Bachelor’s degree or relevant advanced degree in a related field, or an equivalent combination of education and experience.
• Two to four years of experience in counseling, outreach, community education, customer service, or a related professional setting.
• Strong organizational skills and ability to independently manage multiple cases, projects, and deadlines.
• Excellent written and verbal communication skills for education, presentations, and documentation.
• Advanced proficiency with Microsoft Office Professional Suite, including Excel, Word, PowerPoint, Teams, Outlook, and Forms.
• Ability to provide information fairly and impartially in a culturally and linguistically appropriate manner.
• Customer service experience, including de-escalating and resolving borrower concerns.
• Ability to work collaboratively in teams and with external partners and stakeholders.
• Professional judgment to prioritize cases, outreach, and program objectives effectively.
• Must become a City of Philadelphia resident within six months of hire.

Nice To Haves

• Knowledge of personal finance and familiarity with or a strong interest in student loan programs.
• Experience with student loans or personal finance.
• Experience conducting in-person and virtual outreach, training, and presentations.
• Presentation and training skills for virtual and in-person formats.
• Social media savvy.
• Experience supervising or mentoring.

Responsibilities

• Provide tailored information and resources to student loan borrowers based on their circumstances.
• Assist borrowers with applications for cancellation, forgiveness, discharge, and repayment plan enrollment.
• Help borrowers navigate default, rehabilitation, and delinquency options.
• Maintain thorough case records documenting services, resources, and referrals.
• Recognize and contribute to reporting program trends and statistics; track and report borrower outcomes and outreach activities.
• Oversee student loan website resources and curate factual, current, and relevant content.
• Work with leadership and industry partners, and monitor and integrate national student loan policy and legislative changes.
• Conduct in-person and virtual outreach to diverse audiences.
• Prepare and deliver presentations and training on student loans to City employees, residents, employers, and community organizations.
• Prepare training materials, fact sheets, and educational content for borrowers and partners.
• Design and deliver workshops and presentations for community groups and partner organizations.
• Conduct targeted social media outreach to reach underserved borrowers and increase program visibility.
• Lead peer case reviews and recommend process improvements to strengthen service quality and consistency.
• Track and report program trends and metrics to inform program decisions and reporting.
• Oversee CCME Fellows’ work, assign duties, help manage competing deadlines and shifting priorities, and provide feedback, coaching, and support for skill progression.
• Model and coach high-quality, culturally responsive customer service.
• Perform other responsibilities identified by the supervisor.

Benefits

• Unlimited free public transportation through SEPTA’s Key Advantage program.
• Eight weeks of paid parental leave.
• Comprehensive health coverage for employees and eligible dependents.
• Wellness program with eligibility for a discounted medical plan.
• Paid vacation, sick leave, and holidays.
• Retirement savings options.
• Eligibility to participate in the Public Service Loan Forgiveness program as a qualifying employer.
• Tuition discounts and scholarships through partnerships with area colleges and universities, with savings of 10% to 40% on educational expenses; some offers may extend to spouses and dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level