Specialist - Cust Advocacy

Description & Requirements

Maximus is looking to hire Customer Advocacy Specialist.

This role will be responsible to responding 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 serviced by Maximus.

Essential Duties and Responsibilities:
- Provide exceptional and individualized service to customers to enhance customer experience
- Provides timely and successful QC of incoming complaints, inquiries and telephone calls
- Exercises discretion and independent judgment with respect to matters of significance
- Actively look for opportunities to enhance standards and improve process efficiency
- Regular attendance is a requirement of the position - Provide accurate account analysis and documentation, as requested by both internal and external customers within established deadlines.
- Develops and completes daily, weekly, monthly and quarterly reports to keep management informed of the status of operations and special projects
- Completes Daily, Weekly or Monthly Volume and QC reporting.
- Uploads responses to regulators within established deadlines.
- Manages volume to ensure that Regulatory deadlines are met
- Completes reports pertaining to special projects
- Completes Executive summaries for escalated or sensitive accounts
- Ensures robust and accurate work documentation, trending and analysis is in place to identify opportunities for improvement internally or in other departments
- Serves as an escalation point for customer issues regardless of communication channel
- Assists newly hired staff with the transition from training to work environment, as well as offers continuing training to tenured representative as needed.
- Assigns and 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
- Answers representatives' questions as needed.
- Develops staff research skills to identify root causes related to customer complaints, trends, system deficiencies, etc.

and communicates and follows up on issues to resolution.

Essential Duties and Responsibilities:



* Provide exceptional and individualized service to customers to enhance customer experience


* Provides timely and successful QC of incoming complaints, inquiries and telephone calls


* Exercises discretion and independent judgment with respect to matters of significance


* Actively look for opportunities to enhance standards and improve process efficiency


* Regular attendance is a requirement of the position - Provide accurate account analysis and documentation, as requested by both internal and external customers within established deadlines.


* Develops and completes daily, weekly, monthly and quarterly reports to keep management informed of the status of operations and special projects
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