Geneva Scales

• 7 years of loan servicing to which include loan adds and repurchased loans

• Prepared loans purchases via auto-load systems for Guarantors & Lenders

• Manual load for TPD loans to include loan amounts, disbursements amounts, forbearance holds, etc.

• Repurchasing loans for guarantors & lenders

• Created loan disclosures schedule with monthly payment info and interest calculations

• Distributed workload for guarantor loan adds to Conversions team

• Awarded Merit increase 3% annually for last 2 years

• Ensured that accounts were complete and accurate according to policy.

• Assisted other departments such as Claims department with Default Aversion Assistance
Request (DAAR)

• Expressed interest in assisting On-Boarding team with clearing MTE errors.

• Created accounts for rehabbed and repurchased loans, previously defaulted and TPD accounts.

• Assigned account numbers, membership IDs, for account creation onto the Nelnet system

• Added loan disbursement, capped interest, origination fee amounts for loan transfers.

• Obtained and compiled copies of loan applicants' loan

histories, financial quotes and other

financial information.

• Maintained and reviewed account records, updating and re-categorizing them according to status

changes.

• Developed and maintained relationships with customers, lenders and other third parties.

• Assisted borrowers via phone, email, and chat
• Stayed abreast of new types of loans, financial services and products to better meet customers' needs.
• Counseled clients on requirements for IDR plans, deferments, and forbearance
• Established payment priorities according interest savings and lower payments to reduce clients' overall costs.
• Marketed repayment products to clients, promoting payment services meeting customers' needs.
• Communicated with borrowers to obtain information for IDR applications and to answer questions about process.
• Calculated amount estimated payoff, remaining loan term and forgiveness options for debt liquidation.
• Computed AGI income and explained requirements for IDR eligibility.
• Verifying privacy measures to mitigate risk accounts
• Independent work during evening hours assisting CIC queue via phone and/or chat.
• Handled customer complaints and took appropriate action to resolve them.
• Worked with clients to identify financial goals and to find ways of reaching those goals.
• Assisted team members with accounts
• Communicated account history information, interest accrual and capitalization with student and parent borrowers

Reviewed initial financial aid applications for completion

• Counseled students and parents about financial aid options and program details.
• Communicated with prospective students to illustrate available financial aid opportunities.
• Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
• Provided financial aid counseling to enrolled and prospective students.
• Developed and maintained relationships with customers, lenders and other third parties.
• Evaluated repayment plan application/requests and documents to verify accuracy and completeness.
• Explained very technical financial information to applicants in easy to understand language.
• Proactively identified solutions for customers experiencing repayment issues.
• Advised of payoffs for borrowers' loans, prioritizing control of interest costs.
• Researched and updated industry knowledge on changing legislation and regulations
• • Trained in Total & Permanent Disability assisting disabled borrowers and veterans with discharge options for student loans and updates on TPD claims
  • Assisted borrowers with information about Nelnet practices to include repayment plans, auto debit incentives, etc.
  • Trained borrowers with review of MMA (Manage My Account) access to view loan information, payment schedules, etc.
  • Troubleshoot multiple issues with MMA access to include clearing cache, alternate browsers, etc.
  • De-escalated borrower issues and provided superior service
  • Thorough knowledge of Student loans including, interest accrual, and DOE (Department of Education) rules