ELFI Specialty Servicing Coordinator

# ELFI Specialty Servicing Coordinator  Office
- Knoxville, TN 37922;
Remote - TN
- Knoxville, TN 37934## Overview Position Type Full Time## Description
** GENERAL FUNCTION:
** Support school certification, disbursement, servicing operations, vendor management, borrower issue resolution, account maintenance, operational support activities, and compliance-related functions for ELFI's student loan programs. Serve as a liaison between borrowers, schools, servicing partners, vendors, and internal departments to ensure servicing activities are completed accurately, timely, and in accordance with established procedures and business requirements.
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* ESSENTIAL FUNCTIONS:

School, Partner, and Vendor Coordination
*** Serve as an operational liaison for borrowers, schools, servicing partners, vendors, and internal departments.
* Manage, coordinate, research, and resolve school certification activities to ensure accurate and timely certification and disbursement, including enrollment, cost of attendance, certification requirements, exceptions, discrepancies, school code changes, funding, funding deadlines, and disbursement activities.
* Monitor vendor issues, track resolution efforts, and support operational oversight of servicing partners.
* Research, coordinate, and resolve servicing-related issues, escalations, maintenance requests, disputes, discrepancies, accommodations, vendor issues, exception and accommodation requests, and requests requiring lender or operational involvement.
** Account Maintenance, Servicing, Disbursement, and Funding
*** Monitor, research, coordinate, and resolve operational files, loan disbursement and school funding activity, delayed, missing, rejected, returned, or otherwise exception-based disbursements; resolve borrower account, servicing, and funding issues and corrections.
* Research and resolve servicing discrepancies and transmission or system issues, support remediation and testing, and maintain documentation of servicing actions and resolutions.
* Process or coordinate account corrections, updates, maintenance requests, refunds, reversals, payment adjustments, reallocations, and other approved account changes.
* Research and support complaint, dispute, incident, audit, compliance, regulatory, due diligence, and internal review activities, including remediation, corrective action follow-up, reporting, and communication.
** Department Communication and Support
*** Maintain procedures, guidelines, job aids, training materials, and change documentation; communicate updates with Team Members, internal departments, and business partners as needed. Assist with onboarding and training as assigned.
* Support servicing implementation for new products, product enhancements, and process or system changes; participate in testing, operational readiness, and servicing requirements coordination for new program launches and updates. Assist with procedures, workflows, concerns, and other matters as needed.
* Maintain accurate reports and assist in the preparation and verification of reports as required.
** Compliance
* ** Review the Bank’s information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud. Follow all guidelines for securing your accounts, access, systems, and information. Be proactive in identifying threats to information security and relay concerns to the information security team.
* Diligently protect confidential information and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
* Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, Consumer Privacy, Fair Lending, other applicable lending laws, etc.  Follow these at all times.
* Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions.  Ask questions to clarify any uncertainty when issues arise.
* Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to Bank Secrecy Act, Anti-Money Laundering Act, lending laws, etc.
* Participate in training sessions and policy updates as necessary. Assist with coordination of scheduling as appropriate.
** Other
* ** Maintain focus and professionalism at work; reserve personal matters for…