Student Loan Counselor

Job Description

Job Description

POSITION PURPOSE

The Student Loan Counselor provides free, individualized student loan counseling to Philadelphia residents, with a focus on low- and moderate-income borrowers. The counselor helps clients understand federal, private, and institutional education debt; evaluate repayment and relief options; resolve loan-related issues; and create practical action plans for managing their education debt. This full-time position is dedicated to student loan counseling.

Essential Functions:

Essential duties are outlined below. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Student Loan Counseling and Case Management

• Conduct client intake and review federal, private, and institutional student loan information and supporting documents, including information from StudentAid.gov.
• Assess loan balances, servicers and lenders, monthly payments, repayment status, delinquency or default, and potential eligibility for loan forgiveness or discharge.
• Provide one-on-one counseling, prioritizing in-person or video appointments and using telephone appointments when neither option is available. Conduct in-person sessions in a sufficiently private setting.
• Explain available repayment plans and develop individualized strategies and clear action steps to address immediate student loan concerns and ongoing education debt needs.
• Assist borrowers with enrollment in appropriate repayment plans and applications for forgiveness, cancellation, discharge, or other applicable loan relief options.
• Help borrowers address delinquency or default by reviewing available resolution options, including consolidation or loan rehabilitation when appropriate.
• Assist borrowers in resolving issues with student loan servicers and lenders, including supporting complaint submissions and coordinating referrals to legal partners when appropriate.
• Cover and document program-required topics for clients with federal student loans, including disability screening, annual income recertification, keeping contact information current, and changes in income or family size.
• Follow up with clients to review progress on action plans, respond to challenges, and support student loan management outcomes.
• Identify additional client needs and make appropriate referrals, including to Clarifi financial counseling, legal assistance, BenePhilly, and other community resources.

Document Impact

• Maintain accurate, confidential client records, including intake and eligibility documents, loan information, counseling sessions, referrals, action steps, and case closure information in Clarifi-designated systems.
• Document appointment formats, loan balances, monthly payments, borrower issues, actions taken, resolutions, and changes to loan obligations.
• Track client outcomes for program reporting, including changes in repayment plans, resolution of delinquency or default, forgiveness or discharge activity, and client cost savings, as applicable.
• Collaborate with the Service Delivery Manager to develop client narratives and success stories for program reporting, following applicable privacy and client consent requirements.

Outreach, Training, and Collaboration

• Participate in outreach and awareness activities as needed to support the organization’s student loan counseling program and community referrals.
• Complete required National Student Debt Counselors Network (NSDCN) and CLS training within 30 days of hire, unless otherwise specified; participate in continuing training, case discussions, and technical support.
• Participate in required meetings of the NSDCN and Education Loan Awareness Alliance PHL (ELAA PHL), and collaborate with Clarifi staff and community partners to support coordinated borrower assistance.

General and Administrative

• Work collaboratively across Clarifi to advance the student loan counseling program and support coordinated services.
• Maintain regular attendance and prepare accurate, professional client communications, correspondence, and case documentation.
• Protect confidential client information and follow Clarifi’s information security and case management protocols.

PROFESSIONAL KNOWLEDGE, SKILLS & ABILITIES

Education & Experience: College degree or a minimum of three years of relevant work experience required. Required NSDCN and CLS training is completed on the job, as described above.

• Strong interpersonal and one-on-one counseling skills, with an empathetic, nonjudgmental, and culturally proficient approach.
• Ability to explain complex financial information clearly and help borrowers consider options that align with their individual situations.
• Strong organizational, written, and verbal communication skills, with attention to detail in case management and reporting.
• Comfort working with financial information, web-based systems, and Microsoft Office applications.
• Commitment to Clarifi’s mission, client confidentiality, ethical conduct, and responsive service to low-income and financially distressed clients.
• Proficiency or fluency in additional languages, especially Spanish, is a plus.

QUALITIES & CHARACTERISTICS

• Commitment to Mission: Passion for serving low-income populations and strong and demonstrated commitment to social justice, various forms of equity, and anti-poverty initiatives. Understanding of the root causes of poverty and systems and structures that perpetuate inequality. This role requires an individual with a passion for and commitment to social service, especially to low income and financially distressed individuals.
• Personal qualities: Clarifi requires the highest ethical standards and integrity in service to our clients and partners. The ideal candidate will possess maturity, self-awareness, empathy, flexibility, cultural humility, and an exceptional capacity for team and community building.
• Strong interpersonal and one-on-one coaching skills: Ability to form strong, trusting partnerships with clients and to provide financial coaching that is non-judgmental, empathetic, and culturally proficient. 
• Interest in personal finance and comfort with quantitative calculations: Strong personal finance competencies are preferred, but not required. , Intensive training and certification in personal finance will be provided. Interest in learning about, and building proficiency in, personal and consumer finance.
• Commitment to innovation, excellence, and entrepreneurship: Energized to work in an entrepreneurial, growth-oriented nonprofit organization. Demonstrated commitment to testing and evaluating new ideas and to building a model organization. The ideal candidate will be a proactive team player with a willingness to pitch in to support larger goals. Detail-focused and strong commitment to client services and consumer protection.
• Excellent organizational and communication skills: Detail-oriented with the ability to complete work accurately and efficiently. Exceptional presentation, organizational, written and verbal communication skills. Ability to understand and develop processes to make workflows manageable and replicable. Excellent computer literacy, including web-based applications and proficiency with Microsoft Office Suite.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

Travel Requirement: Position is based in Philadelphia. Travel will be required throughout Philadelphia to various program sites, partner meetings, workshops, events, and conferences. Candidate must be a licensed driver with full-time access to reliable, properly registered, and insured car and be able and willing to travel to locations within organization’s service area.

Physical Demands: There are no special physical demands required by this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of position.

Work Environment: The environment for this position is standard office environment. In addition to the office responsibilities, there are off-site workshops, presentations, and community outreach events. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary Range: $45,000-$50,000 annually

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