Central Research, Inc.

Compliance

• Manages and oversees the audit coordination process
• Leads and assigns tasks to Compliance Support Specialists
• Trains new employees in audit procedures and systems
• Conducts, coordinates, organizes, and schedules internal and external audits
• Collaborates with internal teams to ensure timely and accurate data collection
• Manages and maintains audit documentation, including tracking findings
• Serves as the primary liaison between auditors and internal stakeholders
• Analyzes audit results to identify trends, risks, and areas for improvement
• Develops, tracks, and supports corrective action plans based on audit findings
• Communicates audit results and recommendations to management
• Prepares audit reports and statistical trend analyses
• Participates in special reviews and initiatives to enhance customer experience
• Stays current on regulatory changes through ongoing training and professional development

Compliance Audit Supervisor

Customer Support

• Assist student loan borrowers with account inquiries, repayment options, and application processes
• Handle inbound and outbound calls in a fast-paced, high-volume contact center environment
• Provide accurate, professional, and empathetic customer support
• Ensure compliance with federal regulations, company policies, and data security standards
• Meet key performance indicators and quality assurance standards

Customer Service Representative, Bilingual Spanish

Customer Service Representative

Customer Service Rep

• 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

Customer Support Manager

• Perform contact center support for federal student loans
• Review customer applications for completion and accuracy
• Handle processing, reporting, and correspondence requests
• Complete tasks in a highly productive data entry/processing environment
• Report any compliance issues to leadership
• Assist with operational requests and account adjustments

Compliance Audit Supervisor

Customer Service Representative, Bilingual Spanish

Customer Service Representative

Customer Service Rep

Customer Support Manager

Customer Support Specialist