Job Overview

PHEAA is looking for an External Client Support Coordinator to join our team. This position is responsible for coordinating audits, reviews and other monitoring activities performed by external parties.  This position requires direct interaction with external audit firms, servicing clients, regulators and other external parties.  Responsibilities include facilitating the entire process, including but not limited to scope evaluation, preparing supporting documentation, review of deliverables, troubleshooting and drafting written responses to final audit reports and inquiries, moderate level of complexity with a high level of proficiency under general supervision.  

Job Responsibilities

Analysis and Problem Resolution 

  • Evaluate external audit scopes/questionnaires/requests and general inquiries; identify and compile critical documentation responsive to such requests.  
  • Assess requests and interpret intended purpose, anticipate consequences, and proactively identify potential obstacles.    
  • Proactively identify gaps in client expectations and proposed deliverables, develop and propose resolution that is mutually agreeable.
  • Coordinate with internal stakeholders to ensure accurate and timely responses are provided to external parties and/or internal stake holder inquiries/concerns.
  • Draft final responses to audit reports, complex questions, and other inquiries.
  • Based on information provided, request specific ad hoc reports such as government billing detail, SAS inquiries, etc. to identify specific situations and research any noted discrepancies. 
  • Conduct detailed research on loan level accounts; identify potential risks and/or situations of non-compliance.  Perform preliminary impact analysis and recommend corrective action plans.
  • Analyze loan servicing processes, identify areas of risk, and review a sample of accounts to ensure established controls are in place and compliant with PHEAA contracts and/or laws, regulations and guidelines.  
  • Confirm validity of operational procedures, identify potential risks, perform impact analysis, and recommend process improvements and corrective action plans to mitigate identified risks.
  • Assess impact of findings and observations from client contractual testing conducted by external parties on level of effort required to implement intended remediation.
  • Assist internal stake holders in developing mutually agreeable resolutions in response to findings or observations identified during testing.
  • Develop probing questions to qualify and quantify potential situations.

Reporting and Tracking 

  • Coordinate with operational departments and PHEAA’s management to communicate audit findings and/or recommendations. 
  • Follow up on client contractual test findings and/or recommendations, document and report progress made through resolution of noted issue(s).
  • Accountable to manage project time lines and pro-actively report potential delays.
  • Document issues in a diligent manner using prescribed templates or comparable details.
  • Account for time spent on various projects through project management software.
  • Monitor follow-up communications to ensure timely and accurate responses are provided to external parties and/or internal stake holders.

Other Duties and Responsibilities

  • Represent department interests on agency-wide project teams.
  • May assist with mentoring of less senior Client Contractual Testing Coordinators.
  • Other duties and special projects as assigned.

Job Qualifications

  • Bachelor’s degree in business and a minimum of two to four years of experience in a financial services environment, federal financial aid, Title IV or private student loan servicing; or any equivalent combination of education and training.       
  • Demonstrated analysis and research skills.
  • Strong contractual/regulation interpretation skills.
  • Strong written and oral communication skills.
  • Must possess interpersonal skills to communicate at all levels of an organization, internally and externally.
  • Ability to coordinate projects with moderate supervision.
  • Must be an independent self-starter.
  • Demonstrated ability to evaluate and solve complex issues.
  • Proficient in Microsoft Office Suite.
  • Demonstrated organizational skills and attention to detail.
  • Demonstrated ability to meet deadlines and deliverables.

Employee Benefits

Candidates will enjoy our comprehensive total rewards program offering Pennsylvania Employees Benefit Trust Fund (PEBTF) health/dental insurance and defined benefit plan, as well as life insurance, flexible spending accounts, tuition reimbursement, participation in a deferred compensation program, and generous paid vacations and holidays.

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