Customer Support Manager (Remote)

Central Research•Augusta, VA

2d•$60,000 - $70,000•Remote

About The Position

Central Research, Inc. (CRI) is hiring a Customer Support Manager for its Support Services Department, which supports a Federal Government contract. The role provides day-to-day supervision and leadership for administrative support teams handling consumer documentation and requests, verifying program eligibility, and processing student loan forgiveness applications. The manager is responsible for positive customer experiences, quality customer service, accurate resolution of inquiries, quality assurance, regulatory compliance, contractual obligations, and operational performance metrics. The Customer Support Manager supports operational teams and collaborates with the Director of Operations to improve workflows and strategies and to cultivate a positive work environment grounded in employee ownership and accountability. The role also develops staff and supervisors, monitors production and compliance, and helps ensure service levels meet requirements. Applicants must be U.S. citizens and able to obtain and maintain a 5C Suitability clearance. Applicants residing in California, Hawaii, New York, Oregon, Washington, Illinois, or the city of Philadelphia cannot currently be considered.

Requirements

High school diploma or GED.
At least 3 years of experience in an administrative customer service leadership role directing and managing teams.
At least 3 years of experience working on a Department of Education student loan servicing contract.
U.S. citizenship, as required by the contract.
Ability to obtain and maintain a 5C Suitability clearance.
Knowledge and understanding of the Telephone Consumer Protection Act, the Consumer Financial Protection Bureau and related regulations, and state laws and regulations.
Ability to create presentations and provide performance training to staff.
Ability to lead and coach a team.
Detail orientation and ability to multitask.
Excellent written, verbal, and interpersonal communication skills.
Proficiency with Microsoft Office applications.
Ability to read, write, and speak fluent English.
Excellent presentation and facilitation skills.
Demonstrated ability to communicate effectively at all organizational levels.
Ability to adjust quickly to changing business needs.

Nice To Haves

Bachelor's degree.
At least 5 years of experience in an administrative customer service leadership role directing and managing teams.
At least 5 years of experience working on a Department of Education student loan servicing contract.
Preference will be given to internal applicants who meet all position requirements.

Responsibilities

Manage the leadership and administrative teams providing support for student loan repayment options and forgiveness, while ensuring compliance standards.
Lead, train, develop, and motivate teams and support-role supervisors to maximize performance.
Collaborate with the Director of Operations to improve workflows and strategies for the customer student loan experience, including application processing, quality, and production.
Establish, review, and maintain internal controls and compliance training to meet applicable federal and state regulations.
Mentor, train, and coach staff on administrative support for student loan programs to improve efficiency, accuracy, effectiveness, and compliant handling of interactions.
Assist with borrower program concerns, client requests, operational requests, account adjustments, and compliance concerns.
Meet production and compliance goals.
Audit processes, procedures, and documents to identify performance improvement opportunities and trends.
Create, monitor, and review administrative support production and metric reports.
Work with workforce management to ensure staffing levels support performance metrics.
Assist in resolving accounts involving complaints, disputes, or other compliance concerns.
Report compliance issues to leadership.
Participate in continuing education to stay current on federal and state laws and regulations.