Assoc Specialist - Cust Advcy

Description & Requirements

Maximus is looking to hire an Assoc Specialist-Customer Advocacy. This role will respond on behalf of management to oral and written inquiries from government officials, attorneys, regulatory entities, borrowers and other outside agencies, concerning problems relating to loans owned and services by Maximus. The incumbent supports the Office of the Customer Advocate (OCA) of the Loan Servicing Center Pennsylvania with technical expertise to analyze, track and assist with issues related to the required applications, processes and the overall Unit.

Essential Duties and Responsibilities:

• Prepares and provides accurate account analysis and documentation, as requested by both internal and external customers, within established deadlines. Analysis can include but is not limited to the following: Calculates and prepares amortizations and payment histories, Performs extensive account research to achieve issue resolution, Reports findings and breakage points to management and lines of business as required, Handles Regulatory cases on a regular basis

• During the research and response process, the individual may be required to correspond or collaborate with customers or:Various levels of Management, spanning from Supervisor to Board Member; Attorneys (Maximus and Outside Counsel); Congressional Offices and other Regulatory Agencies; Corporate Communications Department; The Department of Education and Guarantor Agencies; Consumer Financial Protection Bureau

• Assists newly hired employees with the transition from training to work environment, as well as providing ongoing mentoring to Customer Advocates.

• Monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements.

• Trains new staff on Unit functions and participates in shadowing activities

• Maintains ongoing contacts within other departments to coordinate functions, streamline processes and deliver excellent products and services.

Essential Duties and Responsibilities:

• Prepares and provides accurate account analysis and documentation, as requested by both internal and external customers, within established deadlines. Analysis can include but is not limited to the following: Calculates and prepares amortizations and payment histories, Performs extensive account research to achieve issue resolution, Reports findings and breakage points to management and lines of business as required, Handles Regulatory cases on a regular basis

• During the research and response process, the individual may be required to correspond or collaborate with customers or:Various levels of Management, spanning from Supervisor to Board Member; Attorneys (Maximus and Outside Counsel); Congressional Offices and other Regulatory Agencies; Corporate Communications Department; The Department of Education and Guarantor Agencies; Consumer Financial Protection Bureau

• Assists newly hired employees with the transition from training to work environment, as well as providing ongoing mentoring to Customer Advocates.

• Monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements.

• Trains new staff on Unit functions and participates in shadowing activities

• Maintains ongoing contacts within other departments to coordinate functions, streamline processes and deliver excellent products and services.

Minimum Requirements:

• Bachelor's degree in relevant field of study and 0-3 years of relevant professional experience required, or equivalent combination of education and experience.

• At least 1 year of experience within the Office of the Customer Advocate (OCA) or 2 years' experience in a servicing environment to include education loan training plus one year in a leadership role

Additional Requirements as per contract/client:

• FSA Department of Education experience preferred

• Must reside in the U.S.

• Must be a U.S. citizen.

• Must be able to pass a criminal background check.

• Must not be delinquent or in default on any federal student loans.

• Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.

Home Office Requirements:

• Hardwired internet (ethernet) connection

• Internet download speed of 20mbps or higher required (you can test this by going to www.speedtest.net)

• Private work area and adequate power source

Minimum Requirements

Minimum Requirements:

• Bachelor's degree in relevant field of study and 0-3 years of relevant professional experience required, or equivalent combination of education and experience.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.