Central Research, Inc.

• Review and analyze Perkins Loan borrower accounts to identify discrepancies involving principal, interest accrual, late fees, collection costs, and payment applications • Process complex account adjustments, including: Interest recalculations, Payment reversals and corrections, Deferment and forbearance updates, Loan cancellations (employment-based, military, etc.), Rehabilitation and write-off adjustments • Ensure all adjustments are fully documented and supported in accordance with the federal regulations and institutional audit standards • Coordinate resolution of account discrepancies with third-party servicer or collection agencies • Reconcile the Perkins Loan servicing system to the institution's general ledger and revolving fund on monthly and quarterly basis • Prepare and validate financial reports including: Outstanding principal and accrued interest, Delinquency and default aging reports, Cash receipts and collection activity, Cancellation and rehabilitation activity • Investigate and resolve variances between servicing reports and accounting systems • Support year-end close processes and assist in preparation of financial statements and required federal reporting • Provide documentation and schedules for internal and external audits, including Single Audit support • Ensure compliance with Federal Perkins Loan Program regulations and institutional policies • Monitor account activity to ensure proper billing, collection due diligence and regulatory timelines are met • Maintain audit-ready records for all financial transitions and account adjustments • Identify process weaknesses and recommend improvements to strengthen internal controls and reporting accuracy • Perform quality reviews of account transactions and portfolio data • Monitor trends in delinquency, deferment, forbearance, cancellation and default activity • Assist with data validation during systems upgrades or servicing transitions

• Develop, edit and maintain borrower-facing communications, including: Letters, Email templates, Notices, Web content, Policies, Procedures, Program guides, Frequently Asked Questions (FAQs), Other Customer Communications. • Ensure all written materials comply with Federal Student Aid (FSA) requirements, Department of Education regulations, and contract requirements. • Review existing communications for regulatory compliance, readability, consistency, and effectiveness. • Collaborate with compliance, legal, quality assurance, and operational stakeholders to incorporate regulatory updates into borrower communications. • Interpret federal regulations, policies, procedures, and guidance documents to support communication development. • Maintain document version control and support documentation management processes. • Conduct quality reviews and proofreading to ensure accuracy and consistency across all materials. • Assist with audits, compliance reviews, and customer communication assessments. • Recommend improvements to communication processes and document management practices. • Support special projects and other writing assignments as required.

• Assist student loan borrowers with account inquiries, repayment options, and application processes • Handle inbound and outbound calls in a fast-paced, high-volume contact center environment • Provide accurate, professional, and empathetic customer support • Ensure compliance with federal regulations, company policies, and data security standards • Meet key performance indicators and quality assurance standards

• Manages and oversees the audit coordination process • Leads and assigns tasks to Compliance Support Specialists • Trains new employees in audit procedures and systems • Conducts, coordinates, organizes, and schedules internal and external audits • Collaborates with internal teams to ensure timely and accurate data collection • Manages and maintains audit documentation, including tracking findings • Serves as the primary liaison between auditors and internal stakeholders • Analyzes audit results to identify trends, risks, and areas for improvement • Develops, tracks, and supports corrective action plans based on audit findings • Communicates audit results and recommendations to management • Prepares audit reports and statistical trend analyses • Participates in special reviews and initiatives to enhance customer experience • Stays current on regulatory changes through ongoing training and professional development

• Assist student loan borrowers with account inquiries, repayment options, and application processes • Handle inbound and outbound calls in a fast-paced, high-volume contact center environment • Provide accurate, professional, and empathetic customer support • Ensure compliance with federal regulations, company policies, and data security standards • Meet key performance indicators and quality assurance standards

• Assist student loan borrowers with account inquiries, repayment options, and application processes • Handle inbound and outbound calls in a fast-paced, high-volume contact center environment • Provide accurate, professional, and empathetic customer support • Ensure compliance with federal regulations, company policies, and data security standards • Meet key performance indicators and quality assurance standards

• Assist student loan borrowers with account inquiries, repayment options, and application processes • Handle inbound and outbound calls in a fast-paced, high-volume contact center environment • Provide accurate, professional, and empathetic customer support • Ensure compliance with federal regulations, company policies, and data security standards • Meet key performance indicators and quality assurance standards

• Responsible for managing the leadership and administrative teams for all the support services on student loan repayment plan options and forgiveness, while ensuring compliance standards • Lead, train, develop, and motivate teams, Supervisors in support roles to maximize performance • Collaborate with the DOO to enhance workflows and strategies to enhance the customer’s student loan experience including application processing, quality and production • Ensure sufficient internal controls and compliance training are established, reviewed, and maintained to stay compliant with appropriate federal and state regulations • Mentor, train and coach staff on providing administrative support for student loan programs to improve efficiency, accuracy, effectiveness, and compliance of handling interactions in a timely manner • Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns arise • Obtain production and compliance goals • Proactively audit processes, procedures, and documents to identity opportunities and trends for performance improvement • Create, monitor, and review administrative support production and metric reports • Work with workforce management to ensure staffing levels are in line so that performance metrics are met • Assist with resolution of accounts if a complaint, dispute or other compliance concerns arise • Report any compliance issues to leadership • Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations

• Perform contact center support for federal student loans • Review customer applications for completion and accuracy • Handle processing, reporting and correspondence requests regarding student loans • Complete tasks in a highly productive data entry/processing environment while meeting quality assurance expectations • Utilize internal and external systems to complete requests • Provide exceptional customer service while ensuring highest levels of privacy and security • Assist with borrower program concerns, client requests, operational requests, or compliance concerns • Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations • Demonstrate reliability through attendance and promptness.

• Create instructional materials such as training guides, user manuals, SOPs, FAQs, and job aids • Ensure content accuracy and alignment with FSA guidance, federal regulations, and organizational standards • Maintain and update training and reference materials to reflect changes in federal policy, systems, or procedures • Facilitate onboarding, refresher, policy, system, and compliance training for new hires and existing staff • Manage and track training schedules, attendance, and completion records • Collaborate with the Training Supervisor/Director and SMEs to refine curriculum and incorporate regulatory or procedural updates • Track and evaluate trainee performance and comprehension through assessments, exercises, and coaching • Provide clear, constructive feedback to support skill development and compliance adherence • Stay current on federal updates and FSA-aligned servicing requirements, integrating changes into training content and delivery • Evaluate training effectiveness through surveys, observations, QA results, and performance data • Partner with QA and operations to identify training gaps, common errors, and compliance risks, incorporating insights into updated training content • Maintain accurate training documentation and records to support compliance, audit readiness, and organizational reporting