The Student Loan Education Officer will serve in support of the One Philly Education Debt Navigator Initiative (EDNAV). EDNAV addresses Mayor Parker’s goal to remove barriers to economic mobility for City of Philadelphia residents. The initiative’s objective is to provide student loan borrowers with free and trusted information, education, and help to manage student loan debt. This initiative is a partnership between The Mayor’s Office of Education (MOE), The Chief Administrative Office (CAO), and The Office of Community Empowerment and Opportunity (CEO).   The Student Loan Education Officer will oversee student debt education services. This includes outreach to City residents navigating the student lending system, support for Philadelphia employers, and the development of programs focused on student debt along the education continuum. Primary duties include delivering one-on-one borrower education, assisting with enrollment in repayment plans, supporting borrowers to get out of default, help with applying for student loan cancellation/forgiveness/discharge programs, maintaining case records, and conducting outreach and education. This role requires collaboration with   EDNAV staff, CCME Fellows, community partners, internal and external stakeholders to ensure high-quality borrower support and program improvement. The Student Loan Education Officer will report to the Director of Student Loan Programs.   The Student Loan Education Officer will perform these essential functions: Student Debt Education Provide tailored information and resources to student loan borrowers based on individual circumstances. Assist borrowers with applications for relief through cancellation, forgiveness, discharge, and repayment plan enrollment. Help borrowers navigate default, rehabilitation and delinquent options. Maintain thorough case records documenting services provided, resources shared, and referrals. Recognize and contribute to reporting program trends and statistics. Track and report on borrower outcomes and outreach activities   Student Loan Hub Oversight and Oversee website resources and curating, factual, up to date, and relevant content Work closely with leadership and industry partners Monitor and integrate national student loan policy and legislative changes   Outreach and Education Conduct outreach to diverse audiences in-person and virtually. Prepare and deliver presentations and/or training sessions related to student loans to City employees, City residents, Employers, and Community organizations Prepare training materials, fact sheets, and educational content for borrowers and partners Design and deliver workshops and presentations for community groups and partner organizations. Engage in targeted outreach across social media channels to reach underserved borrowers and increase program visibility   Quality Assurance and Program Improvement Lead peer case reviews and recommend process improvements to strengthen service quality and consistency. Track and report program trends and metrics to inform program decisions and reporting Oversee the work responsibilities of CCME Fellows. Assign duties, help staff navigate competing deadlines, and support shifting priorities. Provide actionable feedback, coaching, and support for skill progression. Model and coach high-quality, culturally responsive customer service.   Other Duties Perform other responsibilities as identified by the Supervisor.   Required Competencies, Knowledge, Skills, and Abilities: Professional judgment to prioritize cases, outreach, and program objectives effectively. Strong organizational skills and ability to manage multiple cases, projects, and deadlines independently. Excellent written and verbal communication skills for educating, presentations, and documentation. Advanced -level proficiency using Microsoft Office Professional Suit (Excel, Word, PowerPoint, Teams, Outlook, and Forms). Ability to provide information fairly and impartially in a culturally and linguistically appropriate manner. Proven customer service skills with experience de-escalating and resolving borrower concerns. Demonstrated ability to work collaboratively in team settings and with external partners, and stakeholders   Preferred: Knowledge of personal finance and familiarity with or strong interest in student loan programs preferred. Presentation and training skills for virtual and in-person formats. Social media savvy