Danielle Guzman

• Helps review and process student loan requests to determine eligibility and make appropriate changes to approve, deny, or adjust disbursement request.
• Ensures processing of all loan and scholarship requests are completed within a timely manner and adhere to compliance.
• Assist legislative offices and elected officials

regarding the processing of scholarship nominations.

• Reconciles disbursements and completes budget adjustments for accuracy of department programs.
• Analyze and process data that is retrieved from multiple Coordinating Board systems.
• Ability to use multiple sources of department software to create reports.
• Develops and recommends process and procedures to assist with department success and improvement.
• Performs duties as the subject matter expert for the departments loan programs.
• Reviews and responds to request from students, parents, and institutions to help evaluate eligibility of the Coordinating Boards loan programs.
• Identifies vital issues within the department and suggests resolution options to senior management.
• Assist with cross-training to department staff within the division of the Financial Aid Services team.
• Adheres to Family Educational Rights and Privacy Act (FERPA) within and outside the agency.

• Customer service responsibilities in Borrow Services, Customer Support. Responds to high volume calls to take action regarding loan originations, account servicing, and repayment options.
• Processes incoming mail, including return mail. Scanning and indexing mail to the correct work queues.
• Completed all incoming requests sent by email to the LPOSPRT email folder and routes all other correspondence to the correct department within a specific deadline to allow customers needs to be met.
• Responds to complex CRAFT (Customer Relationship & Feedback Tracking System).
• Updates borrower and co-signer demographics and loan information pertaining to current accounts and new loan applications.
• Thoroughly reviews applications for current or perspective borrowers, related to credit decisions, e-signatures, and disbursements.
• Participated in side-by-side training for existing and new staff.
• Applies Family Educational Rights and Privacy Act (FERPA) and Fair Debt Collection Practice Act (FDCPA) in relation to all work assignments.

• Customer service responsibilities in Borrower Services, Customer Support. Assists with high volume calls that include Account Services and Loan Originations.
• General accounting principals, calculation of payments, interest amounts, and potential payoffs.
• Responds to CRAFT (Customer Relationship & Feedback Tracking System).
• Remained calm and professional in stressful circumstances and effectively communicate to diffused tense situations.
• Assists customers using all available resources to achieve a one call resolution.

• Performed customer negotiations to reach a fair conclusion for both the business and the customer.
• Explained new products and services to customers.
• Evaluated previous gains and losses to develop corrective actions.
• Have a full understanding and constantly demonstrates proficiency of all products and services.
• Performs other duties requested by management.