Michael Hoagland

Title IV Claims

• Compile time sensitive claim files on non-performing commercial loans on behalf of lenders.
• Review and analyze accounts to ensure accuracy, completeness, and compliance with Agency policies.
• Manage a high volume of claims efficiently while maintaining attention to detail resulting in minimal errors and reworkings.
• Maintain up-to-date knowledge of policies and procedures to ensure compliance with Agency policies and client guidelines.
• Assist and share knowledge with team members to improve overall quality of claim processing.

Identity Theft

• Examined various types of materials, including FTC reports, identity theft affidavits, block requests, and credit bureau correspondence.
• Scrutinized borrower accounts for contact with Agency and determined whether identity theft is likely.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of student loan products and services while creating welcoming, positive experiences.
• Assisted customers in navigating consumer portal and improving overall user experience.
• Resolved escalated calls and emails with a customer centric focus while increasing Agency reputation.
• Mentored newer team members to improve quality of customer experience.

• Ensured safe work environment by strictly adhering to safety protocols and identifying potential hazards.
• Assisted in achieving production targets with efficient operation of machinery and optimization of processes.