Operations

• Own the full repayment operations lifecycle – from roster validation and repayment scheduling to invoicing, reconciliation, and confirmation.
• Execute and optimize monthly repayment cycles: QA repayment schedules, validate employee eligibility, and ensure accurate invoicing and disbursement of employer funds.
• Manage repayment exceptions and escalations: Track failed transactions, reversals, and manual payments (e.g., pay-by-phone with loan servicers) to resolution, identifying root causes and designing prevention mechanisms.
• Develop and maintain operational playbooks for repayment workflows, exception handling, and compliance procedures.
• Partner with Finance and external payment partners (e.g., Dwolla) to reconcile transactions, confirm disbursements, and ensure regulatory compliance.
• Collaborate with Product & Engineering to drive automation of repayment workflows, improve error handling, and enhance visibility into repayment data.
• Support Partner Success in resolving employer-related repayment inquiries and ensuring smooth fund transfers.
• Monitor and report repayment performance metrics, highlighting trends, risk factors, and opportunities for process improvement.
• Ensure compliance with industry and regulatory standards governing education finance and payments.

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