Customer Support Manager (Remote)

Central-Research; Washington (District of Columbia); Remoto; USD 60.000 - 70.000; Tempo integral

Resumo da vaga

Central Research, Inc. in Augusta, GA is hiring a Customer Support Manager for the Support Services Department serving a federal government contract.

You will supervise administrative support teams, review consumer documentation, verify program eligibility, and process student loan forgiveness applications to ensure accurate, compliant service. You will mentor supervisors, collaborate with the Director of Operations to optimize workflows, ensure internal controls, and drive performance against

Qualificações

• Minimum HS diploma or GED required.
• 3 years of admin customer service leadership experience.
• 3 years of DOE student loan servicing contract experience.
• US Citizenship required per contract.
• Must obtain and maintain a 5C clearance.

Responsabilidades

• Supervise leadership and administrative teams for support services.
• Oversee processing of student loan applications and eligibility reviews.
• mentor and develop Supervisors to maximize performance.
• Collaborate with the Director of Operations to enhance workflows.
• Ensure internal controls and compliance training are maintained.
• Audit processes and reports to drive performance improvements.
• Address borrower program concerns and compliance matters.
• Meet production and compliance goals and report results.

Conhecimentos

Team leadership

Customer service

Regulatory compliance

Process improvement

Communication

Formação

High School Diploma or GED

Bachelor's Degree

Ferramentas

Microsoft Office

Descrição da vaga

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

USDS FULL TIME Management Augusta, GA, US

2 days ago Requisition ID: 1804

Salary Range: $60,000.00 To $70,000.00 Annually

Position Summary

Central Research, Inc. (CRI) is hiring a Customer Support Manager for our Support Services Department which supports our Federal Government contract. The position will be responsible for effective day-to-day supervision and leadership of the administrative support teams. The manager will ensure the customer’s experience is positive by overseeing the administrative support teams to review and respond to consumer documentation, requests, verify program eligibility, and process student loan forgiveness applications. They will deliver superior quality customer service, meet quality assurance requirements, accurately resolve customer inquiries, while adhering to all state and federal regulations. The Customer Support Manager for Support Services will support the operational teams, meet contractual obligations, and hit performance metrics. They will collaborate with the Director of Operations (DOO) to cultivate a positive work environment by engaging employees with a sense of job performance ownership and accountability to ensure our service levels are superior.

Responsible for managing the leadership and administrative teams for all the support services on student loan repayment plan options and forgiveness, while ensuring compliance standards

Lead, train, develop, and motivate teams, Supervisors in support roles to maximize performance

Collaborate with the DOO to enhance workflows and strategies to enhance the customer’s student loan experience including application processing, quality and production

Ensure sufficient internal controls and compliance training are established, reviewed, and maintained to stay compliant with appropriate federal and state regulations

Mentor, train and coach staff on providing administrative support for student loan programs to improve efficiency, accuracy, effectiveness, and compliance of handling interactions in a timely manner

Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns arise

Obtain production and compliance goals

Proactively audit processes, procedures, and documents to identity opportunities and trends for performance improvement

Create, monitor, and review administrative support production and metric reports

Work with workforce management to ensure staffing levels are in line so that performance metrics are met

Assist with resolution of accounts if a complaint, dispute or other compliance concerns arise

Report any compliance issues to leadership

Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations

Minimum Requirements (Education & Experience)

• High School Diploma/GED
• 3 years of experience in administrative customer service leadership role directing and managing teams
• 3 years of experience working on the Department of Education student loan servicing contract
• US Citizenship is required per the contract
• Must be able to obtain and maintain a 5C Suitability clearance

Preferred Requirements (Education & Experience)

• Bachelor's Degree
• 5+ years’ experience in administrative customer service leadership role directing and managing teams
• 5+ years’ experience working on the Department of Education student loan servicing contract
• Preference will be given to internal applicants who meet all of the position requirements
• Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau, its related regulations and the state laws and regulations
• Ability to create presentations and provide training to staff regarding performance
• Capable of leading a team and coaching a team
• Detail oriented and ability to multi-task
• Excellent written, verbal, and interpersonal communication skills
• Proficient knowledge of Microsoft Office applications
• Ability to read, write and speak fluent English
• Excellent presentation and facilitations skills
• Demonstrated ability to communicate effectively within all levels of the organization
• Ability to adjust quickly to changing business needs

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary.

Please note: We are currently unable to consider applicants residing in California, Hawaii, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding