Central Research, Inc.

Manager

• 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

Account Adjustment Manager

QA Engineer

• Supervise the quality assurance team monitoring and conducting administrative audits on processes and procedures supporting the program
• Ensure sufficient internal controls and quality assurance training are established, reviewed, and maintained to comply with contract requirements and applicable federal and state laws and regulations
• Proactively audit processes, procedures and documents to identify opportunities and confirm adherence to internal controls throughout the life of the program
• Assist operational team with questions about quality assurance policies and procedures
• Organize and participate in special reviews to ensure we are providing a high-quality customer experience
• Collaborate with the Quality Assurance Manager to ensure quality assurance performance metrics are met
• Prepare and provide quality assurance reports and statistical trends
• Assist Quality Assurance Manager to review and ensure training materials are compliant
• Assist with resolution of accounts when a quality assurance concern arises
• Train and mentor quality assurance staff
• Track and report quality assurance issues to leadership
• Participate in continuing education programs to stay abreast of changes to applicable laws and regulations

Quality Assurance 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
• Location: Remote - Must reside within 75 miles of Henderson, NV
• Join Our Mission-Driven Team! At Central Research, Inc. (CRI), we’re helping people navigate their federal student loans with compassion, clarity, and compliance.
• This is a remote position; but to qualify, applicants must reside within 75 miles of Henderson, NV

Customer Service Representative, Bilingual Spanish

• 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 Rep

• Central Research is actively seeking a Training Support Specialist (Remote) to support our Federal Government contract.
• The Training Support Specialist’s primary responsibility will be to directly support the Training and Development of the Support Services team by delivering, enabling, and improving the regulatory compliance and overall productivity of the employees through effective training, coordination, presentation, and development for all program options for the USDS loan servicing contract.
• The Training Support Specialist will collaborate with Training and Operational leadership on implementing training initiatives and provide collaborative coaching to ensure contractual requirements and program training material drives training initiatives to ensure compliance of all state and federal regulations.
• This position is currently remote (work from home). Employees must live within a 75-mile radius from CRI’s Hendersonville, TN or Lowell, AR office . The reason for this is the employee is expected to pick up their equipment, come into the facility whenever the equipment must be repaired or replaced, and return their equipment to the facility at the end of their employment.
• Duties and Responsibilities: Serve as key contributor to strengthen the training and development curriculum of new employees and subcontractors, as well as ongoing refresher training all in support of the student loan servicing repayment program, and options and forgiveness programs.
• Utilize expertise to train and motivate new hires and tenured staff.
• Collaborate with Training Leadership to ensure course curriculum and class specific content in our learning management system (LMS) meets client and regulatory standards.
• Align with Operational partners to maintain and assess ongoing and future training and development needs.
• Analyze metrics reporting and utilize them to enhance performance.
• Support remediation efforts to include a wide variety of job performance tools.
• Using independent judgment, review, and audit Agent activity to identify and implement opportunities for development and coaching needs to increase production and compliance.
• Review and interpret surveys or evaluation methods to gauge opportunities for further training and development.
• Evaluate new training techniques and use discretion in making enhancements.
• Track regulatory mandated training programs as well as contractual requirements for completion.
• Provide feedback to Trainers and Training Leadership on course content, classroom successes and insight for improvement.
• Contribute to focus group of Subject Matter Experts to identify, design, and implement effective training methods.
• Participate in continuing education programs to stay abreast of new training methodologies, changes in federal and state laws and regulations.

Account Adjustment Manager

Quality Assurance Supervisor

Customer Service Representative, Bilingual Spanish

Customer Service Rep

Training Support Specialist, Remote