Mayor’s Office of Education - Student Loan Education Officer

City of Philadelphia • Philadelphia, PA

1d • $65,000 - $75,000

About The Position

The Mayor’s Office of Education (MOE) is seeking a Student Loan Education Officer to support the One Philly Education Debt Navigator Initiative (EDNAV). This initiative aims to remove barriers to economic mobility for City of Philadelphia residents by providing free and trusted information, education, and assistance for managing student loan debt. The role involves overseeing student debt education services, including outreach to residents, support for employers, and program development across the education continuum. Key responsibilities include delivering one-on-one borrower education, assisting with repayment plan enrollment, helping borrowers exit default, supporting applications for loan cancellation/forgiveness/discharge, maintaining case records, and conducting outreach and education. This position requires collaboration with EDNAV staff, CCME Fellows, community partners, and internal/external stakeholders to ensure high-quality borrower support and program improvement. The Student Loan Education Officer will report to the Director of Student Loan Programs.

Requirements

• Professional judgment to prioritize cases, outreach, and program objectives effectively.
• Strong organizational skills and ability to manage multiple cases, projects, and deadlines independently.
• Excellent written and verbal communication skills for educating, presentations, and documentation.
• Advanced-level proficiency using Microsoft Office Professional Suit (Excel, Word, PowerPoint, Teams, Outlook, and Forms).
• Ability to provide information fairly and impartially in a culturally and linguistically appropriate manner.
• Proven customer service skills with experience de-escalating and resolving borrower concerns.
• Demonstrated ability to work collaboratively in team settings and with external partners, and stakeholders.
• 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.
• Experience conducting in-person and virtual outreach, training, and presentations.
• The successful candidate must be a city of Philadelphia resident within six months of hire.

Nice To Haves

• Knowledge of personal finance and familiarity with or strong interest in student loan programs preferred.
• Social media savvy
• Experience with student loans or personal finance preferred.
• Experience supervising or mentoring preferred.

Responsibilities

• Provide tailored information and resources to student loan borrowers based on individual circumstances.
• Assist borrowers with applications for relief through cancellation, forgiveness, discharge, and repayment plan enrollment.
• Help borrowers navigate default, rehabilitation and delinquent options.
• Maintain thorough case records documenting services provided, resources shared, and referrals.
• Recognize and contribute to reporting program trends and statistics.
• Track and report on borrower outcomes and outreach activities.
• Oversee website resources and curating, factual, up to date, and relevant content.
• Work closely with leadership and industry partners.
• Monitor and integrate national student loan policy and legislative changes.
• Conduct outreach to diverse audiences in-person and virtually.
• Prepare and deliver presentations and/or training sessions related to student loans to City employees, City 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.
• Engage in targeted outreach across social media channels 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 the work responsibilities of CCME Fellows.
• Assign duties, help staff navigate competing deadlines, and support shifting priorities.
• Provide actionable feedback, coaching, and support for skill progression.
• Model and coach high-quality, culturally responsive customer service.
• Perform other responsibilities as identified by the Supervisor.

Benefits

• Unlimited FREE public transportation all year long through SEPTA’s Key Advantage program.
• 8 weeks of paid parental leave.
• Comprehensive health coverage for employees and their eligible dependents.
• Eligibility into the discounted medical plan through the wellness program.
• Paid vacation, sick leave, and holidays.
• Generous retirement savings options.
• Eligibility to participate in the Public Service Loan Forgiveness program.
• Access to a wide range of tuition discounts and scholarships (10% to 40%) with over a dozen partner colleges and universities, potentially extending to spouse and dependents.

What This Job Offers

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