ELFI Specialty Servicing Coordinator (74093)

GENERAL FUNCTION:
Support school certification, disbursement, servicing operations, vendor management, borrower issue resolution, account maintenance, operational support activities, and compliance-related functions for ELFI's student loan programs. Serve as a liaison between borrowers, schools, servicing partners, vendors, and internal departments to ensure servicing activities are completed accurately, timely, and in accordance with established procedures and business requirements.

ESSENTIAL FUNCTIONS:
School, Partner, and Vendor Coordination

- Serve as an operational liaison for borrowers, schools, servicing partners, vendors, and internal departments.

- Manage, coordinate, research, and resolve school certification activities to ensure accurate and timely certification and disbursement, including enrollment, cost of attendance, certification requirements, exceptions, discrepancies, school code changes, funding, funding deadlines, and disbursement activities.

- Monitor vendor issues, track resolution efforts, and support operational oversight of servicing partners.

- Research, coordinate, and resolve servicing-related issues, escalations, maintenance requests, disputes, discrepancies, accommodations, vendor issues, exception and accommodation requests, and requests requiring lender or operational involvement.

Account Maintenance, Servicing, Disbursement, and Funding

- Monitor, research, coordinate, and resolve operational files, loan disbursement and school funding activity, delayed, missing, rejected, returned, or otherwise exception-based disbursements; resolve borrower account, servicing, and funding issues and corrections.

- Research and resolve servicing discrepancies and transmission or system issues, support remediation and testing, and maintain documentation of servicing actions and resolutions.

- Process or coordinate account corrections, updates, maintenance requests, refunds, reversals, payment adjustments, reallocations, and other approved account changes.

- Research and support complaint, dispute, incident, audit, compliance, regulatory, due diligence, and internal review activities, including remediation, corrective action follow-up, reporting, and communication.

Department Communication and Support

- Maintain procedures, guidelines, job aids, training materials, and change documentation; communicate updates with Team Members, internal departments, and business partners as needed. Assist with onboarding and training as assigned.

- Support servicing implementation for new products, product enhancements, and process or system changes; participate in testing, operational readiness, and servicing requirements coordination for new program launches and updates. Assist with procedures, workflows, concerns, and other matters as needed.

- Maintain accurate reports and assist in the preparation and verification of reports as required.

Compliance

- Review the Banks information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud. Follow all guidelines for securing your accounts, access, systems, and information. Be proactive in identifying threats to information security and relay concerns to the information security team.

- Diligently protect confidential information and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.

- Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, Consumer Privacy, Fair Lending, other applicable lending laws, etc. Follow these at all times.

- Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions. Ask questions to clarify any uncertainty when issues arise.

- Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to Bank Secrecy Act, Anti-Money Laundering Act, lending laws, etc.

- Participate in training sessions and policy updates as necessary. Assist with coordination of scheduling as appropriate.

Other

- Maintain focus and professionalism at work; reserve personal matters for personal time. Be teachable, flexible, manageable, approachable, and helpful.

- Work scheduled and other needed hours at the designated location(s).

- Assist Management with scheduling and other issues as directed.

- Accept additional work as needed and assist other managers or Team Members as needed.

- All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.

- Management or Bank policy may revise, delete, or add responsibility as necessary.

Requirements

- Required: High school diploma or equivalent

- Preferred: BA/BS degree in Business, Finance, Accounting, Operations, or related field

- Required: Experience in student lending, consumer lending, loan servicing, banking operations, financial services, or a related field

Helpful Skills

- Strong written and verbal communication skills with the ability to synthesize complex servicing issues and document resolution steps clearly

- Strong attention to detail, follow-through, organization, and ability to manage multiple open items, exceptions, deadlines, and stakeholder follow-ups

- Ability to work with borrowers, schools, vendors, and internal departments in a professional and service-oriented manner

- Ability and willingness to learn ELFI products, servicing requirements, systems, procedures, and applicable consumer lending laws and regulations

Activity

- Ability to operate office equipment, telephones, and computers

- Ability to communicate fluently in English, in person, in writing, and on the computer

- Ability to hear, speak, and understand verbal communication

- Ability to read, write, count, and perform basic math functions

- Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)

- Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.

- Ability to lift up to 10 pounds, grasp, reach, and pull

- Ability to sit for long periods of time; standing and walking periodically

- Ability to think, remember, learn new information, and apply cognitive data to job functions

- Ability to assess and concentrate on mental and physical job tasks to see them to completion

- Ability to work with others to share information and solve problems