Customer Communications Management Specialist

About the Company

Higher Education Servicing Corporation (HESC) is a nonprofit student loan lender, originator and servicer, as well as an education loan technology solutions provider for lenders and loan servicing organizations through its for-profit subsidiary, known as HESC Solutions, Inc. HESC also provides outreach services and programs in the North Texas area through its outreach division, known as inspirED.

Job Summary

We are seeking a Customer Communications Management Specialist to lead the architecture, validation, and delivery of critical customer communications for HESC and its clients. The role centers on the management of compliance driven student loan statements and letters, payment disclosures, tax forms, and general notices across print, email, text and secure portal channels. This position is the primary liaison between HESC Client and Business Affairs, Operations, IT Systems and Development, Legal and Compliance, external clients, and production vendors to ensure precise development and deployment of critical customer communications. An additional focus of the position is to drive modernization of multi-channel communications, leverage cost savings, and ensure timely and accurate delivery of communications to customers.

This position will report directly to the Director of Client & Business Affairs.

This is an onsite role and we do not offer relocation services.

Responsibilities

• Design, implement, and optimize Customer Communications Management (CCM) workflows for HESC and its clients.
• Develop and update templates for all letters, forms, emails, text, etc. for HESC and its clients.
• Perform testing within HESC systems and with vendors to ensure they meet documented expectations.
• Manage all documentation regarding communications including overviews, trigger documents, use case, etc.
• Work with Legal and Compliance to ensure all communication streams strictly adhere to Federal and/or State laws and/or requirements.
• Work with IT Systems and Development to create/update data fields for use within communications.
• Work directly with clients during pre- and post-implementation to develop and update communications, as needed.
• Manage vendor relationships that provide print/mail and digital delivery; establish, monitor, and enforce service level agreements (SLAs), data security protocols, and cost-containment measures.
• Establish data-reconciliation frameworks and automated quality control pipelines with vendors to eliminate processing risks and ensure accuracy in document reporting and analytics.
• Monitor delay rates, error logs and customer feedback to improve workflows.
• Ensure regulatory requirements and sensitive data align with legal and corporate standards.
• Oversee all information regarding communications within customer portals and/or websites.
• Oversee mail-piece design strategy and postal hygiene practices (CASS, NCOA, presort logistics) to maximize USPS automation discounts and minimize postage spend.
• Document best practices and lessons learned to refine the implementation and conversion methodology for future projects.
• Work closely with the product development team to provide insights on client needs and potential product enhancements.
• Assist with testing system enhancements and/or changes (internal and external by third party vendors).
• Other duties as assigned.

Qualifications and Skills

• 5 years of progressive experience managing transactional print and digital communications, within student loan servicing, consumer finance, banking, fintech or other highly regulated financial space.

Required Skills

• Experience using Adobe Illustrator, Acrobat, and other related software to generate sophisticated templates.
• Proficiency with student lending/consumer finance print data formats (XML, PDF, JSON, CSV, files) and structured high-volume print streams (AFP, PDF, PostScript).
• Cross-functional document migration project management.
• Ability to diagnose and resolve critical, time-sensitive customer communication issues for all channels.
• Ability to effectively communicate with stakeholders, clients, and internal staff, both verbally and in writing.

Preferred Skills

• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Detail oriented with strong organizational skills, and the ability to manage multiple projects and deadlines.
• Ability to work independently or collaboratively while demonstrating a cooperative attitude.
• Flexible attitude to adapt to a wide variety of situations.
• Ability to diagnose issues quickly and provide solutions to prevent problems.

Physical Requirements

• Work is performed in a standard office environment and requires regular, reliable, and punctual attendance.
• Employee is frequently required to use close vision (clear vision at 20 inches or less).
• Employee is frequently required to handle objects, tools, or controls.
• Employee is frequently required to sit, reach with hands and arms.
• Employee may be required to stand, walk, stoop, or lift objects up to 20 pounds.

Compensation

• Commensurate with position and experience.
• Health, dental and life insurance benefits.
• Generous retirement benefits.
• Vacation and other employee benefits.

Pay: $95,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person

Salary : $95,000