I work for PHEAA which is a student loan servicing company. It is a strong organization that continually looks for ways to improve.
Loan Counselor (Current Employee) – Harrisburg, PA – October 4, 2015
I was originally hired as a Loan Counselor in the Asset Maintenance Dept. The turnover in this dept. is the highest in the organization, and now I understand why. Initially, I received six weeks of training which was great. Then, we were assigned to our own desk on the "floor". Essentially, Asset Maintenance is a large call center. Loan Counselors are on the phone all day interacting with borrowers trying to bring them to some resolution about their loan. It is a challenging job for many reasons to include, being on the phone your entire shift, dealing with the small percentage of borrowers who are rude and belligerent and trying to meet the federal and PHEAA standards.In a call center, the idea for us was to make contact with as many borrowers as possible. To me, that sometimes conflicted with good customer service and being thorough and helpful to the customer. At any rate, although I'm still at PHEAA, I've decided call center work is not right for me.
Excellent training; good communication about new policies and procedures.
Stiff working environment