Admin III Correspondence (Lead)

Description & Requirements

Maximus is currently seeking Correspondence Leads to support the Department of Education portfolio.

The Correspondence Lead is responsible for managing administration tasks and you may also lead other employees who would be responsible for following daily processes and predefined procedures regarding Federal Student Aid (FSA) Loan Servicing.

To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism

Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Perform repetitive clerical steps such as document verification, manage inbound and outbound routine calls, and greeting guests.
- Perform entry-level clerical duties requiring general knowledge and the application of various work methods and procedures.

- Provide administrative support to project and operations management, which may include identifying, anticipating, and meetings needs of all departments.

Essential Duties and Responsibilities:

• Provide written responses to inquiries that are accurate, grammatically correct, proper punctuation and address all the

borrowers' questions

• Maintain current understanding of the processing procedures to respond to a variety of inquiries

• Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid

• Complete form processing and sorting as needed

• Utilize databases and policy and procedure materials to look up and provide information to written inquiries

• Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks

• Write, revise, and edit responses to all levels of inquiries regarding federal student loans including control mail inquiries

and Executive Issues (AWG and TOP Hearings) using standard language or original writing

• Use databases and written material to research and provide information in response to complex inquires

• Monitor the quality of written materials, provide feedback, and identify problems and additional training needs

• Continually look for and suggest process improvements which will benefit our customers (internal and external)

• Report operation problems and assist with resolutions

• Maintain appropriate documentation of written inquiries or correspondence tasks

• Provide assistance on escalated issues as needed

• Support high call volume days by taking inbound borrower phone calls

Minimum Requirements:



* Hours Of Operation: Monday (8am-9pm ET); Tuesday/Wednesday (8am-8pm ET); Thursday/Friday (8am=6pm ET) - Must be willing to work any schedule within these hours.



* High School diploma or GED equivalent required



* Minimum 2-4 years of customer service or administrative or call center experience required



* Must be able to speak, read, and write in English flue...