Assoc Specialist - Cust Advcy

Description & Requirements

Maximus is looking to hire an Assoc Specialist-Customer Advocacy for the Aidvantage Program under the Department of Education portfolio.

This role will respond 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 services by Maximus.

The incumbent supports the Office of the Customer Advocate (OCA) of the Loan Servicing Center Pennsylvania with technical expertise to analyze, track and assist with issues related to the required applications, processes and the overall Unit

Essential Duties and Responsibilities:
- Prepares and provides accurate account analysis and documentation, as requested by both internal and external customers, within established deadlines.

Analysis can include but is not limited to the following: Calculates and prepares amortizations and payment histories, Performs extensive account research to achieve issue resolution, Reports findings and breakage points to management and lines of business as required, Handles Regulatory cases on a regular basis
- During the research and response process, the individual may be required to correspond or collaborate with customers or:Various levels of Management, spanning from Supervisor to Board Member; Attorneys (Maximus and Outside Counsel); Congressional Offices and other Regulatory Agencies; Corporate Communications Department; The Department of Education and Guarantor Agencies; Consumer Financial Protection Bureau - Assists newly hired employees with the transition from training to work environment, as well as providing ongoing mentoring to Customer Advocates.
- 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
- Maintains ongoing contacts within other departments to coordinate functions, streamline processes and deliver excellent products and services.

Minimum Requirements

- Bachelor's degree in relevant field of study and 0-3 years of relevant professional experience required, or equivalent combination of education and experience.

Minimum Requirements:

- Bachelor's degree in relevant field of study and 0-3 years of relevant professional experience required, or equivalent combination of education and experience.

- At least 1 year of experience within the Office of the Customer Advocate (OCA) or 2 years' experience in a servicing environment to include education loan training

- Taking phone calls in escalated matters and contacting consumers

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 ...