Responsibilities

As part of our Student Lending Operations Team, you will support over 1.5 million borrowers across Canada through the student loan life cycle. You will be a dynamic addition working with our diverse team who liaisons between students, government, schools and financial institutions across the globe.

You will be the key point of contact with any follow ups with financial institutes, government or schools in regard to any borrower file and applications, attention to detail is imperative, as well as superior written and verbal communication skills.

In the life cycle of the loan, you will be trained and support the borrower in a variety of ways including and not limited to:

• Handling and analyzing incoming communications and ensuring correct distribution to the correct internal departments.
• Managing all mail merge, as well as reporting requests, including ADHOC requests (daily, weekly, monthly) to record, organize and analyze data
• Processing and reviewing applications to ensure 100% accuracy to release funds for student loans for borrowers, and any follow ups associated to application in regard to missing/incorrect information that will impact processing.
• Completing and examining requests regarding changes in payment amounts and term for borrowers with student loans, using both internal tools and access to the loan servicing system to complete the requirement from the borrower.
• Assisting with application process for repayment assistance of student loans, reviewing consumer proposals with bankruptcy, reconciliation of accounts, and rehabilitating loans to reestablish loans with goal of borrower having a good standing score. Reviewing any requests to change payments with reschedule of terms on their student loans, revisions of terms and payment plans for borrowers.
• Connecting with vendors such as Purolator, Canada Post and will be point of contact for any malfunctions or issues with machines.

• Complete work adhering to service levels
• Ability to handle escalations and resolve in a timely manner
• Works within defined processes, procedures or methodologies and may help determine the appropriate approach to complete a task
• Identify and implement process improvements
• Communicate and establish positive working relationships
• Ability to perform repetitive tasks with a high degree of accuracy
• Maintains confidentiality to sensitive information
• Required to work on site at our Collaboration Hub in Mississauga
• Some Flexibility to work from home is available.
• Flexible and available within business hours: Monday to Friday schedule (7:30 am to 6 pm)
• Overtime available on Saturdays during peak times.
• Ability to complete background checks including Credit, Criminal, and Public Safety Verification. Will be required to submit fingerprints to the RCMP for a Government Reliability Clearance.

• Exceptional communication skill set, both written and verbal. (Bilingual French/English an asset but not required)
• Loves people, problem solving and taking an empathetic approach to finding best-fit solutions.
• Experience with application processing, delinquency management, or credit counseling is an asset.
• Thrives in a structured, supportive environment which is service level driven, success is measured by standard key performance metrics such as (INSERT KPI METRICS)
• Microsoft Office Suite (Strong Excel and Word Skills)
• Superior attention to detail, accuracy and problem solving
• Data Entry Skills (60 - 70 wpm)
• Experience in analyzing data and reporting
• Experience with letter templating and mail merge - Microsoft Access is an asset