Customer Service Support and Ombudsman Specialist

1 month ago

Madison, United States Ascendium Full time

The Customer Service Support and Ombudsman Specialist is responsible for: (1) Counseling student loan borrowers in resolving their defaulted accounts in an accurate, effective, and efficient manner.(2) Assist the Ombudsman by acting as a point of contact for escalated borrower disputes directed to the Ombudsman area either by phone, email or through webpage; (3) Assist with research and resolution of escalated inquiries; (4) Review of complaint and escalated experience data in the Customer Experience Tracking (CET) tool.

This full-time, hybrid role will be based in Ascendium's Madison, WI headquarters location and will generally work in the office 3 days per week and remotely 2 days per week.

Essential Functions

  1. Effectively counsel borrowers/endorsers regarding their options to resolve the default status of their account, which include voluntary payments, consolidation, and loan rehabilitation. Explain rights and responsibilities to defaulted student loan borrowers.
  2. Act as a point of contact for borrower disputes directed to the Ombudsman area.
  3. Assist in the investigation of difficult and problem accounts. Follow-up and/or take the appropriate action to resolve customer concerns.
  4. Verify and obtain new demographic information, including email addresses, during contacts ith borrowers and others.
  5. Secure the information and documentation necessary to aid borrowers in resolving the default status of their account.
  6. Maintain knowledge of the various options available to borrowers/endorsers to resolve the default status of their account.
  7. Assist management with the review, monitoring, and tracking of disputes and complaints in the Customer Experience Tracking (CET) tool, including those that come in through the online complaint form.
  8. Perform other tasks as assigned.
  9. Contribute to a positive work environment.
Physical Demands of Position
  1. Sitting, talking, hearing, near vision.
  2. Keyboard entry-medium, sitting, light lifting, light carrying, light pushing.
Environmental/Working Conditions of Position

Indoor hybrid office environment.

Equipment Used

Telephone, computer, printers, copy machine, calculator, fax machine.

Education/License/Certification/Experience Requirements
  1. High school diploma plus one to two years post-secondary education.
  2. Three years experience in student loan programs.
  3. Two to three years customer service experience.
Knowledge and Skills Required for Position
  1. Life activities including ability to communicate, learn, and be self-sufficient.
  2. Strong analysis, writing, presentation, oral and written communication and communication skills.
  3. Ability to deal with difficult customers.
  4. Effective interpersonal and persuasion skills.
  5. Professional and effective verbal and interactive communication skills.
  6. Knowledge of Ascendium's policy and procedures, the Federal Family Education Loan Program, as well as the Federal Direct Loan program regulations, and the Higher Education Act and Common Manual.


Other Information

Ascendium offers an outstanding benefits package designed to provide employees and their families with a high degree of security. These benefits include, but are not limited to:

  • Comprehensive medical, dental, and vision insurance.
  • Ongoing training and professional development opportunities.
  • Retirement savings plan with employer match.


Ascendium provides equal employment opportunity to all individuals regardless of their race, color, religion, sex, age, national origin, creed, disability, veteran status, or any other characteristic protected by state or federal law.

H-1B sponsorship (initiation or transfer) is not available for this position.

If you would like assistance with the application process, please email Ascendium Human Resources. We invite all applicants to complete the Voluntary Affirmative Action questions when submitting application materials. The questions are found at the end of the online application process. To learn more about our commitment to Equal Employment Opportunity, please visit the Ascendium Careers webpage.

Ascendium requires criminal, employment, and education background investigations before hiring.

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