• Ensuring that the company remains in compliance with all applicable federal and private loan laws and regulations.• Responsible for researching, development and performing compliance testing based upon client, regulatory and internal requirements. • Showing a thorough understanding of legal guidelines and how the company can create processes to comply.• Create solutions, communicate complex information in daily meetings and adapt to legal changes.• Being able to identify where the company might need stricter auditing processes through critical thinking, data analysis, organization, process improvement and risk assessment. • Showing advanced knowledge of Excel, and Jira.• Completed Remediations where I reviewed previous accounts which had errors and issues that needed to be corrected.• Completed Reviews of completed tests and communicated with team members about findings and observations they might have run into, and then sent follow ups to the business to get a better understanding of those issues and what the next steps would be to correct them.

• Learn different procedures for over 40 different lenders.• Extensive knowledge of Microsoft Excel, Word, Powerpoint and numerous other software programs.• Ability to check work of over 100 different tasks and procedures; ranging from Bankruptcy, Death, School Attendance, Payments, Cosigner Release.• Worked extensive hours to make sure everything is up to date; up to 60 hours per week when there was a business need.• Resolved all issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.• Prepared QA evaluation reports and submitted to management.• Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.• Managed major quality problems by implementing effective plans.• Educated employees on specific QA standards and confirmed maintenance of standards.

• The use of a variety of computer programs to research, interpret and analyze solutions to co-workers.• Coaching and teaching co-workers on how to locate certain information that will help them better and more efficiently assist the account holder in future.• Communicating with customers who need help with resolving issues and maintain a great relation with Nelnet.• Following up on any research that may have been conducted to solve problems with complex accounts.• Communicating with other departments within the company to make sure problems get resolved and straightened out with the customer.• Took over escalating issues from customer service representatives in order to resolve accounts.• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

• External customer support in relation to student loans and ensuring program quality assurance.• Help customers avoid default on loans and teach them about ways of how to stay current on their student loans.• Work tasks quickly and efficiently, approx.1500 calls taken every month.• Use different types of programs and sources to independently research, interpret and analyze solutions for customers.• Position focuses on precision and the ability to correctly explain important information to customers.• Assist customers with questions they have on their student loans and give them advice about how to balance the student loans with their current financial situation.• Go through an in depth government clearance.• One of the best employees based on statistics (precision, speed and accuracy.• Always come to work on time and willing to work overtime whenever needed.