Job Description Summary
The incumbent is responsible for responding on behalf of management to oral and written inquiries from government officials, attorneys, regulatory entities, borrowers and other outside agencies, concerning problems relating to loans owned and serviced by Maximus. The incumbent supports the Office of the Customer Advocate (OCA) with technical expertise to analyze, track and assist with issues related to the required applications, processes and the overall Unit.
Job Summary
Essential Duties and Responsibilities:
– Provide exceptional and individualized service to customers to enhance customer experience
– Provides timely and successful QC of incoming complaints, inquiries and telephone calls
– Exercises discretion and independent judgment with respect to matters of significance
– Actively look for opportunities to enhance standards and improve process efficiency
– Regular attendance is a requirement of the position – Provide accurate account analysis and documentation, as requested by both internal and external customers within established deadlines.
– Develops and completes daily, weekly, monthly and quarterly reports to keep management informed of the status of operations and special projects
– Completes Daily, Weekly or Monthly Volume and QC reporting.
– Uploads responses to regulators within established deadlines.
– Manages volume to ensure that Regulatory deadlines are met
– Completes reports pertaining to special projects
– Completes Executive summaries for escalated or sensitive accounts
– Ensures robust and accurate work documentation, trending and analysis is in place to identify opportunities for improvement internally or in other departments
– Serves as an escalation point for customer issues regardless of communication channel
– Assists newly hired staff with the transition from training to work environment, as well as offers continuing training to tenured representative as needed.
– Assigns and monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements.
– Trains new staff on Unit functions and participates in shadowing activities
– Answers representatives’ questions as needed.
– Develops staff research skills to identify root causes related to customer complaints, trends, system deficiencies, etc. and communicates and follows up on issues to resolution
Minimum Qualifications:
– Bachelor’s Degree
– 2 years of experience in the Office of the Customer Advocate or 3 years of experience in a servicing environment to include education loan training plus one year in a leadership role.
– Demonstrate ability to negotiate with customers and diffuse escalated situations
– Demonstrate full mastery of all loan types, providing unparalleled service, ensuring all inquiries are responded to in a prompt, accurate manner and in compliance with federal and state regulations.
Education and Experience Requirements
Essential Duties and Responsibilities:
Provide exceptional and individualized service to customers to enhance customer experience
Provides timely and successful QC of incoming complaints, inquiries and telephone calls
Exercises discretion and independent judgment with respect to matters of significance
Actively look for opportunities to enhance standards and improve process efficiency
Regular attendance is a requirement of the position – Provide accurate account analysis and documentation, as requested by both internal and external customers within established deadlines.
Develops and completes daily, weekly, monthly and quarterly reports to keep management informed of the status of operations and special projects
Completes Daily, Weekly or Monthly Volume and QC reporting.
Uploads responses to regulators within established deadlines.
Manages volume to ensure that Regulatory deadlines are met
Completes reports pertaining to special projects
Completes Executive summaries for escalated or sensitive accounts
Ensures robust and accurate work documentation, trending and analysis is in place to identify opportunities for improvement internally or in other departments
Serves as an escalation point for customer issues regardless of communication channel
Assists newly hired staff with the transition from training to work environment, as well as offers continuing training to tenured representative as needed.
Assigns and monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements.
Trains new staff on Unit functions and participates in shadowing activities
Answers representatives’ questions as needed.
Develops staff research skills to identify root causes related to customer complaints, trends, system deficiencies, etc. and communicates and follows up on issues to resolution
Minimum Qualifications:
Bachelor’s Degree
2 years of experience in the Office of the Customer Advocate or 3 years of experience in a servicing environment to include education loan training plus one year in a leadership role.
Demonstrate ability to negotiate with customers and diffuse escalated situations
Demonstrate full mastery of all loan types, providing unparalleled service, ensuring all inquiries are responded to in a prompt, accurate manner and in compliance with federal and state regulations.
Additional Requirements as per contract/client:
Must reside in the U.S.
Must be a U.S. citizen.
Must be able to pass a criminal background check.
Must not be delinquent or in default on any federal student loans.
Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
Final suitability determination is the sole discretion of the Department of Education.
Home Office Requirements:
Hardwired internet (ethernet) connection
Internet speed of 20 mbps or higher required (you can test this by going to www.speedtest.net)
Private work area and adequate power source
All equipment will be provided by Maximus (Computer & Headset)
MAXIMUS Introduction
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.
Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
EEO Statement
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.
We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.
A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
Maximus compensation is based on various factors including but not limited to a candidate’s education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus’s total compensation package.
Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation shall be commensurate with job duties and relevant work experience. An applicant’s salary history will not be used in determining compensation.
Apply for this job online
Refer this job to a friend
