Occ. Code 2562110
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STUDENT LOAN CONTROL REPRESENTATIVE 1, GRADE 11 |
2562110 |
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STUDENT LOAN CONTROL REPRESENTATIVE 2, GRADE 15 |
2562120 |
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STUDENT LOAN CONTROL REPRESENTATIVE 3, GRADE 20 |
2562130 |
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STUDENT LOAN CONTROL REPRESENTATIVE 4, GRADE 24 |
2562140 |
New York State Department of Civil Service
Classification Standard
BRIEF DESCRIPTION OF CLASS SERIES
Student Loan Control Representatives perform a variety of collection and customer service activities requiring regular contact with borrowers, lending institutions, and third parties for the prevention and collection of defaulted student loans.
These positions are classified in the Higher Education Services Corporation and State University where they perform these functions for the entire State University system.
DISTINGUISHING CHARACTERISTICS
Student Loan Control Representatives engage in telephone communication with a variety of individuals and organizations to locate and contact borrowers of loans guaranteed by the Higher Education Services Corporation or other national student loans and to effect repayment of those loans.
STUDENT LOAN CONTROL REPRESENTATIVE 1: entry level; works under general supervision of a Student Loan Control Representative 2.
STUDENT LOAN CONTROL REPRESENTATIVE 2: supervisory level; works under general supervision of a Student Loan Control Representative 3 or a professional position; schedules, assigns, and reviews the work of five to ten Student Loan Control Representatives 1 and may perform some or all of the duties of that title in addition to their supervisory duties.
STUDENT LOAN CONTROL REPRESENTATIVE 3: second supervisory level; works under the general direction of a Student Loan Control Representative 4; plans and supervises the daily operation of individual offices, units, and functions; coordinates activities with other bureau staff to support overall operational goals. Incumbents supervise at least two Student Loan Control Representatives 2 and lower-level staff.
STUDENT LOAN CONTROL REPRESENTATIVE 4: third supervisory level; works under the direction of the Director Bureau of Collection Control; provides management direction and coordination for specific student loan collection functions; formulates policy recommendations; and interprets and clarifies policy, rules, and regulations to ensure uniformity and adequacy of determinations and operations. Incumbents supervise at least two Student Loan Control Representative 3 and lower-level staff.
RELATED CLASSES
Collection and Civil Prosecution Specialists 1 trace, locate and contact debtors referred to the Department of Law for nonpayment of their State obligations and either arrange voluntary compliance or extract it through income executions, fines and court action. They also perform related paralegal work.
Tax Compliance Representatives 1 perform paraprofessional duties to effect the collection of delinquent taxes. They trace and contact tax debtors by telephone or in writing and occasionally meet with delinquent taxpayers to resolve their outstanding obligations.
Tax Compliance Agents 1 are field positions and enforce provisions of the Tax Law, the Labor Law and other laws concerning the liabilities of tax debtors by collecting taxes from delinquent taxpayers who have not responded to written and telephonic attempts at collection.
ILLUSTRATIVE DUTIES
STUDENT LOAN CONTROL REPRESENTATIVE 1
Ascertain the basis for default of student loans to determine extenuating circumstances or whether loans were purchased due to any errors or omissions on the part of the lender, educational institution, or the borrower.
· Contact lenders and borrowers by phone or letter to obtain additional information.
· Locate borrowers using skip-tracing techniques.
· Review and verify borrower information on possible forbearance factors.
· Attempt to secure payment on purchased or defaulted student loans by persuasion and negotiation.
· Advise borrowers why defaulted loan claims have been filed or loans have been purchased.
· Describe legal obligations, liabilities and possible ramifications of failure to repay student loans.
· Contact lending institutions to suggest temporary forbearance when circumstances warrant such action.
· Attempt to persuade lending institutions to reinstate or repurchase accounts purchased in error.
· Recommend accounts for purchase by HESC.
· Recommend reduced payment arrangements or deferments.
· Arrange for monthly installment payments for appropriate accounts.
· Conduct follow-up activities to ensure adherence to repayment schedules.
Recommend attachment of assets.
· Identify assets of borrowers who fail to repay loans.
· Determine which assets can be seized to satisfy defaulted loans.
STUDENT LOAN CONTROL REPRESENTATIVE 2
Perform all of the duties and responsibilities of a Student Loan Control Representative 1.
Supervise a unit of five to ten Student Loan Control Representatives 1.
· Maintain work schedules to meet program goals.
· Assign work to staff.
· Review completed work for compliance with standards of accuracy, completeness and production.
· Provide on-the-job training to staff.
· Review staff performance and initiate corrective action.
· Provide daily summaries of unit production and potential problems.
STUDENT LOAN CONTROL REPRESENTATIVE 3
Perform all of the duties and responsibilities of a Student Loan Control Representative 1 and 2.
Supervise office operations and automated support systems.
· Monitor procedures governing the processing of pre- and post-default claims to avoid the default of student loans and to collect on defaulted student loans.
· Review problems reported by collection and clerical staff to determine appropriate resolution, coordination, and follow-up.
· Analyze workload, production, and financial statistics and prepare reports for management.
· Ensure that other collection-related tasks are conducted properly and efficiently.
· Ensure compliance with applicable federal regulations and operational procedures.
· Report system problems and prepare requests for system changes.
· Review, investigate, and resolve personnel issues.
STUDENT LOAN CONTROL REPRESENTATIVE 4
Perform all of the duties and responsibilities of lower-level Student Loan Control Representatives.
Plan, direct, and coordinate program activities and resources to attain program goals and to ensure accuracy and quality within time and cost constraints.
· Establish priorities and provide guidance on methods to enhance collection-related procedures.
· Ensure uniform application of operational and procedural standards.
· Evaluate the effectiveness of operations through review and analysis of reports, observations, and coordination with other staff.
· Ensure compliance of collection activities and procedures with applicable federal rules and regulations.
· Represent the Bureau of Collection Control and the Higher Education Services Corporation in meetings and discussion with lending institutions, schools, etc.
· Resolve the most difficult and sensitive cases referred by staff and the Director Bureau of Collection Control, including inquiries from legislators, lawyers, and others.
· Coordinate the review of federal regulations to determine impact on operations and recommend actions to be taken.
· Provide input on systems development and the implementation of new programs and changes to the student loan programs.
· Serve as key liaison between lenders, schools, and other guaranty organizations.
MINIMUM QUALIFICATIONS
STUDENT LOAN CONTROL REPRESENTATIVE 1
Promotion: Satisfactory completion of a one-year traineeship.
Open Competitive: Two years of debt collection experience, where the majority of collection activities include regular contact with borrowers, lending institutions, and/or third parties for the collection of delinquent and/or defaulted loans.
STUDENT LOAN CONTROL REPRESENTATIVE 2
Promotion: One year of permanent competitive service as Student Loan Control Representative 1.
STUDENT LOAN CONTROL REPRESENTATIVE 3
Promotion: One year of permanent competitive service as a Student Loan Control Representative 2.
STUDENT LOAN CONTROL REPRESENTATIVE 4
Promotion: One year of permanent competitive service as a Student Loan Control Representative 3.
Rev: 2/18
NOTE: Classification Standards illustrate the nature, extent and scope of duties and responsibilities of the classes they describe. Standards cannot and do not include all of the work that might be appropriately performed by a class. The minimum qualifications above are those which were required for appointment at the time the Classification Standard was written. Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.