Customer Support Manager (USDS) Remote

Position Summary:  

Central Research is actively seeking 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.

Essential Duties & Responsibilities:  

• 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 1improve 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

Minimum Requirements (Knowledge, Skills & Abilities): 

• 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

Other Information:

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 by the Company.   

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.

Equal Opportunity Employer:

Equal Opportunity Employer, including veterans and individuals with disabilities.  Know your Rights Poster can be found here:  https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf