Position Summary:
The Front Office Supervisor supports the daily operations of borrower-facing customer service functions for the Perkins Loan Servicing Program by providing frontline leadership, operational oversight, and staff support. This role assists in ensuring high-quality, compliant borrower interactions, monitors team performance, supports training and coaching initiatives, and serves as a point of escalation for operational and borrower servicing issues while promoting service excellence and adherence to federal servicing requirements.
Essential Duties & Responsibilities:
- Support daily front-office and customer service operations to ensure timely, accurate, and compliant borrower support.
- Provide day-to-day guidance, coaching, and operational support to Customer Service Representatives and front-office staff.
- Monitor team performance, productivity, service levels, and quality metrics to ensure adherence to service standards and compliance requirements.
- Assist with training, onboarding, and continuous development activities to reinforce operational procedures and regulatory requirements.
- Serve as a point of escalation for borrower inquiries, account issues, and complex servicing situations, ensuring timely resolution and proper documentation.
- Monitor borrower interactions and operational activities to ensure compliance with Federal Student Aid (FSA) requirements, Telephone Consumer Protection Act (TCPA) regulations, and organizational policies.
- Collaborate with leadership, Training, Quality, and Back Office teams to identify process improvements, address operational challenges, and improve borrower experience.
- Support workforce coordination activities, including schedule adherence, queue management, and operational readiness.
- Assist in preparing operational reports, tracking trends, and identifying opportunities for service and workflow improvements.
- Promote a collaborative, accountable, and customer-focused team environment that supports operational excellence and continuous improvement.
Minimum Requirements (Education & Experience):
- High school diploma or equivalent.
- Must be a US Citizen
- Ability to obtain and maintain a Federal Public Trust (5C) security clearance (financial /credit history and background will be reviewed):
- Not in default on federal student loans.
- Demonstrated financial responsibility.
- No felony convictions with the past 7 years.
- Misdemeanor convictions within the past 7 years may impact eligibility.
- No non-medical collections totaling $7,500 or more.
- Minimum of 2 years of customer service or contact center experience, with at least 1 year in lead monitoring or supervisory capacity.
- Experience supporting student loan servicing, financial services, banking, or other regulated customer service environments.
- Experience using contact center systems and Microsoft Office applications.
Preferred Requirements (Education & Experience):
- Bachelor's degree in business administration, Finance, Communications, or a related field.
- Two or more years of experience in student loan servicing, collections, or financial aid operations.
- Previous experience leading teams in a high-volume contact center environment.
- Working knowledge of Perkins Loans, deferments, forbearance, cancellations, rehabilitation, credit reporting, and borrower repayment options.
- Experience with workforce management tools, quality monitoring systems, and performance dashboards.
- Knowledge of Federal Student Aid (FSA) regulations, Perkins Loan servicing requirements, or the ability to quickly learn applicable federal guidelines.
- Experience conducting coaching sessions, performance reviews, and corrective action discussions.
- Knowledge of contact center metrics, including Service Level, Average Handle Time (AHT), First Call Resolution (FCR), Quality Assurance scores, Schedule Adherence, and Customer Satisfaction (CSAT).
- Experience supporting process improvement initiatives, Standard Operating Procedures development, and cross-functional projects.
- Leadership training or certification and demonstrated ability to foster employee engagement and a culture of accountability.
Minimum Requirements (Knowledge, Skills & Abilities):
- Demonstrated ability to coach, motivate, and develop employees to achieve performance goals.
- Strong verbal and written communication skills with the ability to handle escalated borrower concerns professionally.
- Ability to monitor performance metrics and provide timely feedback to improve quality and productivity.
- Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
- Ability to maintain confidentiality and comply with federal, company, and information security requirements.
- Flexibility to work varying schedules, including overtime or weekends, as business needs require
EEO Statement:
Equal Opportunity Employer, including veterans and individuals with disabilities. The Know Your Rights Poster can be found at https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
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
