Student Loan Borrower Support Specialist

Community Service Society of New York; South Huntington (NY); Hybrid; USD 68,000 - 83,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

403b retirement savings plan

Commuter benefits

Employee Assistance Program (EAP)

Paid time off

Job summary

The Community Service Society of New York is seeking a Case Management Specialist for the Education Debt Consumer Assistance Program (EDCAP). This full-time role handles borrower inquiries, intake, outbound outreach, and case management using Salesforce, with a focus on delivering high-quality support across phone, chat, and email channels.

The hybrid position requires onsite two days per week and remote three days per week, with comprehensive benefits including medical, dental, and vision

Qualifications

• Associate or bachelor’s degree or equivalent experience.
• Experience in customer service, call center, or client support roles.
• Strong verbal communication and interpersonal skills.
• Ability to follow structured workflows and protocols.
• Strong attention to detail and organizational skills.
• Proficiency in Microsoft Office; CRM experience is a plus.
• Ability to provide information in a fair and culturally appropriate manner.
• Interest in personal finance or student loans preferred.
• Ability to work in a fast-paced, high-volume environment, managing multiple borrower interactions across channels.

Responsibilities

• Respond to borrower inquiries via phone, chat, email, and other channels, providing general information on student loan topics.
• Conduct intake and assess borrower needs, identifying situations that require referral to counselors or other staff.
• Assist borrowers with basic application steps and document collection using established procedures.
• Conduct outbound calls and follow-up activities, including outreach to borrowers who may be delinquent or in default.
• Upload borrower lists into Salesforce, assign cases to outreach staff, and track outreach activities.
• Carry out structured outreach to borrowers on assigned lists, including multiple call attempts and follow-ups.
• Generate periodic reports summarizing outreach outcomes and program metrics.
• Document all borrower interactions and case activities in Salesforce and internal systems.
• Follow scripts, workflows, QA standards, and program protocols to ensure high-quality service.
• Support outreach campaigns through borrower engagement and case management.
• Identify recurring borrower concerns and escalate to supervisors.

Skills

Customer service

Call center

Client support

Verbal communication

Attention to detail

Organizational skills

Microsoft Office

CRM experience

Fair and culturally appropriate

Interest in personal finance or loans

Education

Associate or Bachelor's degree

Tools

Salesforce

Job description

The Community Service Society of New York is seeking a Case Management Specialist for the Education Debt Consumer Assistance Program (EDCAP). This full-time role handles borrower inquiries, intake, outbound outreach, and case management using Salesforce, with a focus on delivering high-quality support across phone, chat, and email channels.

The hybrid position requires onsite two days per week and remote three days per week, with comprehensive benefits including medical, dental, and vision