About this role
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Role Title: Student Loan Servicing Specialist
Role Type: Contractor
Location: United States (Remote)
Time commitment: 15-25 hours/week
our partner is engaging Student Loan Servicing Specialists to contribute their expertise to a project supporting a customer’s needs in federal student loan servicing. In this role, you'll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, reason, and perform through high-quality, real-world input. No prior experience in AI is required; your domain knowledge is what matters. Drawing on your direct experience assisting federal student loan borrowers, you will bring essential insights into critical servicing topics, including repayment plans, PSLF payment counts, deferment, forbearance, and delinquency management.
Scope of Work
- Review and analyze sample questions from federal student loan borrowers to assess service accuracy and borrower guidance.
- Develop clear, detailed rubrics that define correct and complete responses to complex borrower inquiries.
- Evaluate AI-generated answers for accuracy, completeness, and alignment with current federal policies, including recent changes to repayment plans.
- Document errors, omissions, and outdated guidance found in AI responses, providing actionable, precise written feedback.
- Leverage working knowledge of servicing challenges such as payment count irregularities, misapplied payments, and servicer transfers to identify nuanced issues.
- Contribute asynchronously, delivering high-quality written assessments and feedback to improve AI system performance.
Preferred Qualifications
- 1+ year of professional experience at a federal student loan servicer or contractor supporting borrowers, including borrower support, default management, collections, or escalations.
- Extensive, current knowledge of federal loan types, repayment plans (including income-driven repayment), PSLF, deferment, forbearance, delinquency, default, rehabilitation, and loan consolidation.
- Direct experience resolving servicing problems such as misapplied payments, errors in payment counts, and issues arising from transfers between servicers.
- Demonstrated ability to communicate complex concepts with clarity and precision in both written and verbal formats.
- Familiarity with recent updates and evolving rules in the federal student loan landscape.
- Strong attention to detail and commitment to accuracy in reviewing borrower cases and AI outputs.
- Experience with FAFSA or financial aid award packaging alone is not sufficient for this opportunity.
- US-based.
This is a 100% remote contract role. Applicants must be located in: United States.
