Analyst - Customer Advocacy

Description & Requirements

Maximus is looking to hire an Analyst-Customer Advocacy.

This role will perform Quality Control of written responses, phone calls and entries in the Complaint Tracking Database through accurate account analysis and within established deadlines; under the Department of Education portfolio.

Essential Duties and Responsibilities:
- Perform Quality Control of written responses, phone calls and entries in the Complaint Tracking Database through accurate account analysis and within established deadlines.
- Prepares and provides accurate account analysis and documentation, as requested by both internal and external customers, within established deadlines.
- Maintains ongoing contacts within other departments to coordinate functions streamline processes and deliver excellent products and services.
- Assists newly hired employees with the transition from training to work environment, as well as offers continuing training tenured representative as needed.

Monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements.

Associated duties include:
- Trains new staff on Unit functions and participates in shadowing activities
- Answers representatives' questions as needed.

Essential Duties and Responsibilities:



* Perform Quality Control of written responses, phone calls and entries in the Complaint Tracking Database through accurate account analysis and within established deadlines.


* Prepares and provides accurate account analysis and documentation, as requested by both internal and external customers, within established deadlines.


* Maintains ongoing contacts within other departments to coordinate functions streamline processes and deliver excellent products and services.


* Assists newly hired employees with the transition from training to work environment, as well as offers continuing training tenured representative as needed.

Monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements.

Associated duties include:


* Trains new staff on Unit functions and participates in shadowing activities


* Answers representatives' questions as needed.

Minimum Requirements:



* Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

Additional Requirements as per contract/client:



* FSA Department of Education experience preferred


* Must reside in the U.S.


* Must be a U.S.

citizen.


* Must be able to pass a criminal background check.


* Must not be delinquent or in default on any federal student loans.

Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.

Final suitability determination is the sole discretion of the Department of Education.

Home Office Requirements:



* Hardwired internet (ethernet) connection


* Internet down...