Enrollment Processing Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the subject matter expert for activities related to enrollment processing within the Perkins Loan Servicing Program.

• Oversee daily enrollment processing workflows, ensuring timely and accurate updates that comply with FSA requirements and federal regulations.

• Conduct quality assurance reviews to identify trends, root causes, corrective measures, and operational enhancements.

• Collaborate with educational institutions to address enrollment discrepancies and assist in reporting to NSLDS and servicing platforms.

• Facilitate system improvements, workflow enhancements, and automation projects.

• Provide assistance with audits, compliance reviews, and documentation requests.

• Mentor, coach, and offer technical support to team members engaged in complex enrollment processing tasks.

• Aid in the onboarding and training of new staff members.

• Oversee workflow, prioritize tasks, and contribute to meeting service level agreements and production targets.

• Address escalated operational inquiries and complex processing challenges.

• Investigate and resolve escalated borrower complaints related to enrollment reporting, account status, and servicing.

• Collaborate with internal departments and external partners on resolving complaints.

• Review enrollment data and accompanying documentation for accuracy and completeness.

• Ensure that enrollment updates are integrated into servicing systems and NSLDS; support reconciliation and data integrity efforts.

• Prepare and analyze operational reports related to enrollment processing, quality metrics, production, and complaints.

• Monitor key performance indicators and engage in continuous improvement initiatives.

• Document procedures, job aids, and best practices.

⛳️ Requirements

• High School Diploma or GED is required.

• Must be a US citizen.

• At least 2 years of experience in leading, coaching, or supervising employees in an operations setting.

• Minimum of 3 years of experience in student loan servicing, enrollment processing, loan operations, quality assurance, compliance, or data management.

• At least 1 year of experience in supporting regulatory audits, quality assurance reviews, and compliance examinations.

• Ability to obtain and maintain a Department of Education 6C Security Clearance.

• Not in default on federal student loans.

• Demonstrated financial responsibility.

• No felony convictions within the last 7 years.

• Misdemeanor convictions within the past 7 years may affect eligibility.

• No non-medical collections totaling $7,500 or more.

• Experience with productivity metrics, quality standards, and service level agreements.

• Proficiency in using Microsoft Excel for reporting, analysis, and data validation.

• Knowledge of the Telephone Consumer Protection Act, Consumer Financial Protection Bureau regulations, and relevant state laws and regulations.

• Capability to create presentations and provide staff training on performance-related topics.

• Ability to audit, review, and reconcile loan balances and payments.

• Proven leadership and coaching skills to guide a team.

• Proficiency in Microsoft Office applications.

• Fluent in English, with strong reading, writing, and speaking abilities.

• Excellent presentation and facilitation skills.

• Bachelor's degree preferred; or an equivalent combination of education and experience.

• Preferred: 3+ years of experience in student loan servicing or education finance.

• Preferred: 2+ years of experience with NSLDS reporting and enrollment management.

• Preferred: 2+ years of supervisory experience managing operational teams of 5 or more employees.

• Preferred: experience in directing and managing teams on a student loan servicing contract.

• Preferred: advanced knowledge of Microsoft Excel and intermediate knowledge of Microsoft Word.

🏝️ Benefits

• Equal Opportunity Employer, including veterans and individuals with disabilities.