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

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.