Customer Support Manager (Remote)

Central Research, Inc. is hiring a Customer Support Manager to lead administrative support teams serving a federal government student loan servicing contract. The role oversees customer service, application processing, compliance, team performance, and operational metrics.

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

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
• 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