Customer Support Manager

This is a fully remote position, open to applicants in District of Columbia, +3 more locations.

📋 Description

• Oversee and manage administrative support teams focused on student loan repayment plans and forgiveness.

• Ensure a positive customer experience by supervising the review and response to consumer documentation and requests.

• Confirm program eligibility and handle the processing of student loan forgiveness applications.

• Provide exceptional customer service while meeting quality assurance standards.

• Accurately resolve customer inquiries while complying with state and federal regulations.

• Lead, train, develop, inspire, mentor, and coach supervisors and support staff.

• Work in collaboration with the Director of Operations to enhance workflows, strategies, application processing, quality, and production.

• Establish, assess, and uphold internal controls and compliance training.

• Assist with borrower issues, client requests, operational needs, account adjustments, complaints, disputes, and compliance matters.

• Achieve production and compliance objectives.

• Audit processes, procedures, and documentation to identify opportunities for performance improvement and trends.

• Create, monitor, and evaluate production and metric reports.

• Collaborate with workforce management to ensure staffing levels are aligned with performance metrics.

• Notify leadership of compliance issues.

• Engage in ongoing education regarding updates in federal and state laws and regulations.

⛳️ Requirements

• High School Diploma or GED.

• Minimum of 3 years of experience in a leadership role within administrative customer service managing teams.

• At least 3 years of experience in the Department of Education student loan servicing contract.

• US Citizenship is mandatory as per the contract.

• Must be capable of obtaining and maintaining a 5C Suitability clearance.

• Bachelor's Degree is preferred.

• Familiarity with the Telephone Consumer Protection Act and the Consumer Financial Protection Bureau along with associated regulations.

• Understanding of state and federal laws and regulations.

• Proficient in Microsoft Office applications.

• Ability to read, write, and speak fluent English.

• Exceptional presentation and facilitation abilities.

• Capacity to quickly adapt to evolving business requirements.

🏝️ Benefits

• Equal Opportunity Employer, including veterans and individuals with disabilities.