Central Research, Inc.

Supervisor

• Support daily front-office and customer service operations to ensure timely, accurate, and compliant borrower support.
• Provide day-to-day guidance, coaching, and operational support to Customer Service Representatives and front-office staff.
• Monitor team performance, productivity, service levels, and quality metrics to ensure adherence to service standards and compliance requirements.
• Assist with training, onboarding, and continuous development activities to reinforce operational procedures and regulatory requirements.
• Serve as a point of escalation for borrower inquiries, account issues, and complex servicing situations, ensuring timely resolution and proper documentation.
• Monitor borrower interactions and operational activities to ensure compliance with Federal Student Aid (FSA) requirements, Telephone Consumer Protection Act (TCPA) regulations, and organizational policies.
• Collaborate with leadership, Training, Quality, and Back Office teams to identify process improvements, address operational challenges, and improve borrower experience.
• Support workforce coordination activities, including schedule adherence, queue management, and operational readiness.
• Assist in preparing operational reports, tracking trends, and identifying opportunities for service and workflow improvements.
• Promote a collaborative, accountable, and customer-focused team environment that supports operational excellence and continuous improvement.

Front Office Supervisor – Perkins Loans

Analyst

• Review and analyze Perkins Loan borrower accounts to identify discrepancies involving principal, interest accrual, late fees, collection costs, and payment applications
• Process complex account adjustments, including: Interest recalculations, Payment reversals and corrections, Deferment and forbearance updates, Loan cancellations (employment-based, military, etc.), Rehabilitation and write-off adjustments
• Ensure all adjustments are fully documented and supported in accordance with the federal regulations and institutional audit standards
• Coordinate resolution of account discrepancies with third-party servicer or collection agencies
• Reconcile the Perkins Loan servicing system to the institution's general ledger and revolving fund on monthly and quarterly basis
• Prepare and validate financial reports including: Outstanding principal and accrued interest, Delinquency and default aging reports, Cash receipts and collection activity, Cancellation and rehabilitation activity
• Investigate and resolve variances between servicing reports and accounting systems
• Support year-end close processes and assist in preparation of financial statements and required federal reporting
• Provide documentation and schedules for internal and external audits, including Single Audit support
• Ensure compliance with Federal Perkins Loan Program regulations and institutional policies
• Monitor account activity to ensure proper billing, collection due diligence and regulatory timelines are met
• Maintain audit-ready records for all financial transitions and account adjustments
• Identify process weaknesses and recommend improvements to strengthen internal controls and reporting accuracy
• Perform quality reviews of account transactions and portfolio data
• Monitor trends in delinquency, deferment, forbearance, cancellation and default activity
• Assist with data validation during systems upgrades or servicing transitions

Loan Analyst – Perkins

Technical Writer

• Develop, edit and maintain borrower-facing communications, including: Letters, Email templates, Notices, Web content, Policies, Procedures, Program guides, Frequently Asked Questions (FAQs), Other Customer Communications.
• Ensure all written materials comply with Federal Student Aid (FSA) requirements, Department of Education regulations, and contract requirements.
• Review existing communications for regulatory compliance, readability, consistency, and effectiveness.
• Collaborate with compliance, legal, quality assurance, and operational stakeholders to incorporate regulatory updates into borrower communications.
• Interpret federal regulations, policies, procedures, and guidance documents to support communication development.
• Maintain document version control and support documentation management processes.
• Conduct quality reviews and proofreading to ensure accuracy and consistency across all materials.
• Assist with audits, compliance reviews, and customer communication assessments.
• Recommend improvements to communication processes and document management practices.
• Support special projects and other writing assignments as required.

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

Front Office Supervisor – Perkins Loans

Loan Analyst – Perkins

Technical Writer

Customer Service Representative, Bilingual Spanish