Loan Servicing Reporting Analyst

Job Summary:

• May have additional training or education in area of specialization.
• Associate degree preferred.

Education and Experience Requirements:

• Skilling agents in ENCORE/IDT/Salesforce
• Ensuring OOS (Out of Standard) volume is worked and SLAs (Service Level Agreement) are met
• Assigning volume to be worked
• Assist with monthly/daily quality control (QC)
• Verifying any exceptions are reported on the DVR
• Provide best practices (keyboard shortcuts, dual monitor set up with applications)
• Monitor and report volume to management using the Daily Volume Report (DVR)
• Identifying and reporting system issues with the following: CLASS (Consolidated Loan Administration Servicing System) and IDT (Inter Departmental Transmittal) database error messages
• Priority requests from Call Center, Webchat escalations, & IL Dispute IDTs
• Report volume received via (PAC) Process Automation & Control
• Assist in audit requests
• Running PACs/scripts to process volume in a "lights out" process
• Shadow/reverse shadow agents struggling to meet performance levels
• Respond to customer inquiries in a professional and timely manner
• Resolve high priority accounts from OCA (Office of Customer Advocate), management, CSI database, or special requests from FSA for research/document requests
• Providing timelines or documents for auditors

• Demonstrated ability to successfully mentor less senior Servicing Specialists in completing day –to-day activities.
• High School diploma or equivalent with Associate degree and/or 2-4 years of experience.
• Typically acts as a lead or expert with considerable on-the-job experience.
• Thorough understanding of business area processes and applicable department systems in the Repayment Options area.
• Servicing Specialist or financial and/or customer service background
• Demonstrated negotiation skills and the ability to influence others.
• Ability to clearly articulate detailed processes and procedures to ensure understanding by all audience levels dealing with income driven repayment plans
• May have additional training or education in area of specialization.
• Must be able to effectively handle escalated customer accounts or issues

• Final suitability determination is the sole discretion of the Department of Education.
• Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
• Must not be delinquent or in default on any federal student loans.
• Must reside in the U.S.
• Must be able to pass a criminal background check.
• Must be a U.S. citizen.

• Private work area and adequate power source
• All equipment will be provided by Maximus (Computer & Headset)
• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
• Hardwired internet (ethernet) connection

MAXIMUS Introduction: Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com. EEO Statement: EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status. Pay Transparency: For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Posted Max: USD $23.00/Hr. Posted Min: USD $21.05/Hr.