at Central Research Incorporated in Lowell, Arkansas, United States
Job Description
Requisition ID: 1705Position Title: Account Adjustment Manager (Remote)
Position Type: Professional
Salary Range: $60,000.00 To $70,000.00 Annually
Description: Central Research is actively seeking an Account Adjustment Manager to support our Federal Government contract. The position will be responsible for effective day-to-day supervision and leadership of the account adjustment teams. The manager will review student loan balances and conduct account adjustments, reconciliations, process payments, and ensure the customer’s loan balance is accurate. They will be required to provide tax reporting, monthly billing statements, verify program eligibility and provide support for all student loan servicing programs. They will deliver superior quality customer service, meet quality assurance requirements, while adhering to all state and federal regulations. The Account Adjustment Manager will support the operational teams, meet contractual obligations, and hit performance metrics. They will collaborate with the Director of Operations (DOO) to cultivate a positive work environment by engaging employees with a sense of job performance, ownership, and accountability to ensure our service levels are superior.
Responsibilities & Duties:
- Responsible for managing the leadership and operational account adjustment teams for all the support services on student loan repayment plan options and forgiveness, while ensuring compliance standards.
- Lead, train, develop, and motivate teams, Supervisors in support roles to maximize performance.
- Audit and review loan balance data, make account adjustments to consumer’s student loan accounts, process reconciliations, and payments.
- Assist with processing Direct Loan Consolidations.
- Providing reporting on multiple program requirements.
- Process on and off boarding of student loan transfers.
- Collaborated with the DOO to enhance workflows and strategies to enhance the customer’s student loan experience including account adjustments, application processing, quality, and production.
- Ensure sufficient internal controls and compliance training are established, reviewed, and maintained to stay compliant with appropriate federal and state regulations.
- Mentor, train, and coach staff on providing account adjustment support for student loan programs to improve efficiency, accuracy, effectiveness, and compliance of handling interactions in a timely manner.
- Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns arise.
- Obtain production and compliance goals.
- Proactively audit processes, procedures, and documents to identify opportunities and trends for performance improvement.
- Create, monitor, and review administrative support production and metric reports.
- Work with workforce management to ensure staffing levels are in line so that performance metrics are met.
- Report any compliance issues to leadership.
- Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations.
Minimum Qualifications:
- High School diploma
- 3 years’ experience in administrative support leadership role directing and managing teams in the student the loan servicing field OR 3 years’ experience executing operational accounting tasks on the student loan servicing contract
- US Citizenship is required per the contract
- Must be able to obtain and
Equal employment opportunity, including veterans and individuals with disabilities.PI277951912
