Customer Support Manager (USDS) Remote

Central Research

23h•Remote

About The Position

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.

Requirements

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
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

Nice To Haves

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

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 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