Job Overview

This position is primarily responsible for providing basic and routine responses to customer requests and reviewing borrower files and accounts for compliance with Federal and Guarantor regulations and servicing guidelines.  Guarantor & Insurer Relations is not a call center department.

Job Responsibilities

Product Support

  • Compile information on accounts for guarantors and lenders for delivery/mailing to appropriate destinations.
  • Review claim packages and death, disability and bankruptcy documents to ensure packages/documents were compiled correctly.
  • Research basic and routine issues to assist in processing concerns.
  • Provide accurate responses (written and/or verbal) to requests.
  • Research basic data conflicts to assist in processing or resolving errors.

Production Support

  • Ability to identify specific bankruptcy documents.
  • Participate in departmental cross-training initiatives.
  • Maintain statistical records of all workloads performed in conjunction with regular duties and submit to supervisor daily or weekly.

Non Essential Duties and Responsibilities

  • Other duties and projects as assigned.

Job Qualifications

  • High School Diploma
  • Possess a high level of attention to detail.
  • Ability to learn departmental and agency wide processes, procedures and operations.
  • Ability to learn and apply appropriate Federal, Commonwealth or departmental procedures in order to provide effective customer service.
  • Knowledge of Title IV and Non-Title IV programs, policies and procedures.
  • Ability to communicate clearly and effectively, orally and in writing.
  • Ability to work effectively in a team environment.
  • Knowledge of a personal computer (PC).
  • Knowledge of Microsoft Office products.
  • Ability to use basic office equipment (processing machine, fax machine, copier, telephone, printer, etc.).

Employee Benefits

We reward Document Security & Delivery Representative's hard work and dedication, and their contributions to the Agency's public service mission. Regular increases are established for continued service as outlined below.

  • $12.00 - After completing 6 months of continuous service since the most recent date of hire
  • $12.50 - After completing 12 months of continuous service since the most recent date of hire
  • $13.00 - After completing 18 months of continuous service since the most recent date of hire

Candidates working an average of 30 hours per week (1560 hours per year) are offered our medical benefit program which is the Pennsylvania Employees Benefit Trust Fund (PEBTF) Bronze Plan. Candidates are eligible for tuition reimbursement, participation in a deferred compensation program, paid holidays, and after working 750 hours, will earn vacation and sick leave. Candidates will contribute to the State Employees Retirement System.

  • Seven paid holidays & Earn paid vacation and sick time after working 750 hours
  • Convenient access to public transportation
  • Onsite Daycare*
  • Free on-site parking*
  • Fitness Center*
  • Cafeteria*

*Not available at all locations.


About Us

Created in 1963 by the Pennsylvania General Assembly, the Pennsylvania Higher Education Assistance Agency (PHEAA) has evolved into one of the nation's leading student aid organizations. Today, PHEAA is a national provider of student financial aid services, serving millions of students and thousands of schools through its loan guaranty, loan servicing, financial aid processing, outreach, and other student aid programs.

PHEAA's earnings are used to support its public service mission and to pay its operating costs, including administration of the Pennsylvania State Grant and other state-funded student aid programs. PHEAA continues to devote its energy, resources, and imagination to developing innovative ways to ease the financial burden of higher education for students, families, schools, and taxpayers.

PHEAA conducts its student loan servicing activities nationally as American Education Services (AES) and FedLoan Servicing (FLS).

 PHEAA is an Equal Opportunity Employer