Customer Support Representative, Italian
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Account Adjustment Manager
Central Research, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $70,000 per year
Job Level
Mid-LevelSenior
About the role
- Manage leadership and operational account adjustment teams for student loan repayment plan options and forgiveness, ensuring compliance standards
- Lead, train, develop, and motivate teams and supervisors to maximize performance
- Audit and review loan balance data, make account adjustments, process reconciliations and payments
- Assist with processing Direct Loan Consolidations
- Provide reporting on multiple program requirements
- Process on and off boarding of student loan transfers
- Collaborate with Director of Operations to enhance workflows and strategies for customer loan experience
- Ensure internal controls and compliance training are established, reviewed, and maintained
- Mentor, train, and coach staff to improve efficiency, accuracy, effectiveness, and compliance
- Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns
- Obtain production and compliance goals
- Proactively audit processes, procedures, and documents to identify opportunities and trends for performance improvement
- Create, monitor, and review administrative support production and metric reports
- Work with workforce management to ensure staffing levels align with performance metrics
- Report 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
- 3 years’ experience in administrative support leadership role directing and managing teams in the student loan servicing field OR 3 years’ experience executing operational accounting tasks on the student loan servicing contract
- US Citizenship is required per the contract
- Must be able to obtain and maintain a 5C Suitability clearance
- Preferred: Bachelor’s Degree in Accounting, Finance, or related fields or equivalent via education/experience
- Preferred: 5 years’ experience in administrative support leadership role directing and managing teams on the student loan servicing contract OR 5 years’ experience executing operational accounting tasks on the student loan servicing contract
- Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau regulations and state laws
- Ability to create presentations and provide training
- Leadership, coaching and mentoring skills
- Ability to audit, review and reconcile loan balances and payments
- Detail oriented and ability to multi-task
- Excellent written, verbal, and interpersonal communication skills
- Proficient knowledge of Microsoft Office applications, specifically Excel
- Ability to read, write and speak fluent English
- Ability to adjust quickly to changing business needs
