Description
Draft and manage letters and electronic communications responding to student loan inquiries on repayment options, deferment/forbearance, consolidation, billing errors, delinquency, and service concerns. Gather and verify borrower data and supporting documents to prepare accurate, compliant responses.
- • Prepare borrower correspondence on repayment plans, deferment/forbearance requests, consolidation, billing inquiries, payoff statements, and service complaints.
- • Compile loan servicing data to prepare periodic correspondence and compliance activity reports.
- • Present clear explanations of federal and private student loan rules, repayment terms, and borrower rights.
- • Review incoming borrower emails and letters to identify issues and determine routing or response.
- • Send acknowledgment notices confirming receipt of borrower requests and documentation.
- • Proofread and format correspondence per templates and policies; route for approval and required signatures.
- • Maintain correspondence logs and borrower records to document communications and actions.
- • Gather account histories, payment records, enrollment verification, and income documents; verify completeness and attach to replies.
- • Complete and send standardized letters for common requests such as deferment, forbearance, or IDR plan changes.
- • Route specialized inquiries to underwriting, payment processing, collections, or compliance as needed.
- • Compose letters addressing repayment options, deferment/forbearance eligibility, consolidation status, delinquent accounts, billing disputes, and service issues.
- • Coordinate with payment processing to ensure received checks or authorizations are recorded and applied accurately.
- • Calculate payoff amounts, interest accruals, and fees; issue payoff letters and payment instructions.
- • Prepare required notices—such as delinquency, final demand, or adverse action—for delivery via certified mail when applicable.
- • Consult with servicing, compliance, and legal teams to determine eligibility and feasibility of borrower requests.
- • Process borrower requests submitted via correspondence, such as deferments, forbearances, repayment plan changes, or address updates.
- • Compile borrower and account data to create customized repayment schedules or settlement proposals.
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Financial Services
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
