Lead Operations Specialist - Borrower and Loan Services

Serve as a subject matter expert for the FFEL loan program and guarantor duties Act as primary contact for internal and external parties for assigned areas of expertise Provide front-line support to the borrower and loan services team on customer loan and processing questions Lead and support complex projects, including system enhancements and loan portfolio conversions Perform data validation and resolve issues Oversee loan maintenance activities and resolve complex loan data scenarios Conduct in-depth research and analysis of complex loan issues Perform quality assurance reviews, provide feedback, and maintain detailed QA records Train new hires and existing staff in customer service functions Handle escalated customer inquiries Prepare and manage departmental reports and procedures Respond to audit requests and maintain current FFEL program knowledge Perform other assigned duties Requirements High school diploma or GED 5+ years of relevant work experience Experience handling account and loan detail inquiries Intermediate proficiency in Microsoft Office suite Ability to perform each essential duty satisfactorily Must verify identity and eligibility to work in the United States and complete required employment eligibility verification upon hire Core Competencies Demonstrates expertise in the FFEL loan program and guarantor duties, with a strong focus on customer service, data validation, and project management. Capable of training staff and handling complex loan inquiries while maintaining compliance and quality assurance. Highest-signal resume keywords FFEL Loan Program Expertise Customer Service Support Data Validation Project Management Quality Assurance ATS Optimization Keywords Hard Skills Loan Processing Data Analysis Quality Assurance Reviews Loan Maintenance Account Inquiry Handling Soft Skills Communication Problem-Solving Training Collaboration Industry Keywords Guarantor Duties Loan Portfolio Conversions Customer Loan Questions Audit Requests Employment Eligibility Verification Tools & Technologies Microsoft Office Suite #J-18808-Ljbffr Jobtailor