Coordinator, Financial Aid Communication and Default Mangagement

San Jacinto•Pasadena, TX

About The Position

The Financial Aid (FA) Communication & Default Management Coordinator provides leadership and oversight for the Financial Aid Communication Center while administering the College’s student loan default prevention initiatives. This role ensures high-quality student service delivery, proactive borrower outreach, regulatory compliance, and continuous improvement of the financial aid communication center operations to support student success and institutional goals.

Requirements

Demonstrates and models the College’s values in all interactions.
Thorough knowledge of institutional policies and procedures related to Default Management and federal reporting requirements.
Strong understanding of FERPA laws and their application in student record management.
Ability to work collaboratively across a multi-campus environment and provide leadership to achieve institutional and departmental goals.
Excellent written and verbal communication skills, with the ability to establish credibility and build relationships with internal and external stakeholders.
Strong decision-making skills, with the ability to exercise fair and independent judgment.
Ability to analyze and evaluate the outcomes and effectiveness of projects and programs.
Keeps current on technology trends and provides recommendations for the department’s communication strategies.
Maintains confidentiality and safeguards sensitive information from intentional or unintentional disclosure.
Skilled in scheduling, assigning, delegating, monitoring, and evaluating staff performance, providing feedback, support, and guidance.
Skills in building and maintaining effective relationships with internal and external stakeholders.
Ability to communicate complex issues clearly.
Bachelor’s Degree from a regionally accredited institution in Education Administration, Higher Education, or a related field.
Minimum of three (3) years of experience in a financial aid office or a comparable administrative setting.
Minimum of one (1) year of managerial or supervisory experience.
Solid understanding of Loan Default Management as it relates to Financial Aid processes.
Minimum of three (3) years of customer service experience.

Nice To Haves

Experience in a call center environment.
Experience coordinating Loan Default Management within a Financial Aid office.
Experience working in a multi-campus community college or other complex institutional environment.
NASFAA Credentials and/or FAAC Certification

Responsibilities

Manage daily communication center activities, including inbound and outbound calls, emails, live chats, social media messages, student outreach related to loan delinquency, and resolution of escalated customer service issues. Ensure service levels, staffing coverage, and performance expectations are met.
Perform and oversee default prevention activities, including skip tracing, exit counseling, deferment processing, review of loan status (default, discharge, bankruptcy), and validation of FAFSA and federal loan reporting data to ensure accuracy, compliance, and proper documentation.
Monitor calls and chats; analyze operational and compliance data for quality assurance; identify trends, training needs, and process improvements; and prepare and deliver regular delinquency, default, and performance reports to leadership.
Develop, implement, and administer policies, procedures, workflows, and systems supporting communication services and default management. Update default management plans and support short- and long-term planning efforts.
Collaborate with student loan repayment organizations to support students. Actively assist students with student loan repayment options and loan default mitigation. Maintain up-to-date records of student interactions and services provided, evaluate and monitor student loan repayment progress, and analyze student loan metrics.
Collaborate with Financial Aid and Student Support Services to support retention, default prevention, and financial literacy initiatives. Stay current on federal and state regulations impacting student loans, student services, and communications.
Interviews, selects, trains, supervises, and evaluates staff through the performance management system. Makes appropriate staffing recommendations in accordance with college policies and procedures.
Implement and evaluate the financial aid communications and default management programs and services that support both the accomplishment of the College’s annual goals and objectives.
Promotes excellence, creativity, leadership, cooperation, teamwork and accountability throughout the team.
Communicate with students, staff, instructional teams, and administrators to resolve issues related to students and facilitate proactive, timely, professional communication and problem-solving strategies.
Performs other duties as assigned.