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Reviews claims and discharge documents, processes discharge requests, conducts audits, and assists in training new staff while maintaining quality assurance standards.

Process bankruptcy documentation for Department of Education loans, suspend collections during proceedings, file Proofs of Claim, research accounts via PACER and trustee sites, determine discharge/refund eligibility, reconcile balances, respond to inquiries, and maintain accurate account documentation and regulatory knowledge.

Serve as primary project manager for communications initiatives: intake, scheduling, tracking, stakeholder coordination, review/approval cycles, meeting facilitation, documentation, reporting, issue resolution, and recommending process improvements.

Handle inbound and outbound calls to borrowers with defaulted student loans, educate them on default resolution options, document actions, meet call quality and performance targets, perform follow-up including skip tracing, comply with FFEL regulations, and escalate issues to supervisors as needed.

Lead and oversee claims adjudication and payment operations, ensure compliance with regulations, manage staff performance and training, streamline processes, support audits and system conversions, and manage special projects to improve efficiency and accuracy.