Fin Proc Lead

Description & Requirements

Maximus is looking for a Team lead to help support the Financial Reconciliation team

Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Prepare account reconciliations and various analyses supporting month end/quarter end financials, and help to ensure the integrity of accounting/financial data.

Essential Duties and Responsibilities:



* Monitor and report volume to management using the Daily Volume Report (DVR)


* Ensuring OOS (Out of Standard) volume is worked and SLAs (Service Level Agreement) are met


* Assigning volume to be worked


* Skilling agents in ENCORE/IDT/Salesforce


* Running PACs/scripts to process volume in a "lights out" process


* Verifying any exceptions are reported on the DVR


* Report volume received via (PAC) Process Automation & Control


* Resolve high priority accounts from OCA (Office of Customer Advocate), management, CSI database, or special requests from FSA for research/document requests


* Respond to customer inquiries in a professional and timely manner


* Priority requests from Call Center, Webchat escalations, & IL Dispute IDTs


* Assist with monthly/daily quality control (QC)


* Shadow/reverse shadow agents struggling to meet performance levels


* Provide best practices (keyboard shortcuts, dual monitor set up with applications)


* Identifying and reporting system issues with the following: CLASS (Consolidated Loan Administration Servicing System) and IDT (Inter Departmental Transmittal) database error messages


* Assist in audit requests


* Providing timelines or documents for auditors

Minimum Requirements:



* High School diploma or equivalent with Associate degree and/or 2-4 years of experience.


* May have additional training or education in area of specialization.


* Servicing Specialist or financial and/or customer service background


* Demonstrated ability to successfully mentor less senior Servicing Specialists in completing day -to-day activities.


* Thorough understanding of business area processes and applicable department systems in the Repayment Options area.


* Ability to clearly articulate detailed processes and procedures to ensure understanding by all audience levels dealing with income driven repayment plans


* Must be able to effectively handle escalated customer accounts or issues


* Demonstrated negotiation skills and the ability to influence others.


* Typically acts as a lead or expert with considerable on-the-job experience.

Minimum Requirements

Minimum Requirements:
- High School diploma or equivalent with 2-4 years of experience.
- Associate degree preferred.
- May have additional training or education in area of specialization.

Additional Requirements as per contract/client:



* Must reside in the U.S.


* Must be a U.S.

citizen.


* Must be able to pass a ...