Fin Proc Lead - Maximus

Maximus is looking for a Team lead to help support the Financial Reconciliation team

Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Prepare account reconciliations and various analyses supporting month end/quarter end financials, and help to ensure the integrity of accounting/financial data.

Essential Duties and Responsibilities:

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

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

Minimum Requirements

Minimum Requirements:
- High School diploma or equivalent with 2-4 years of experience.
- Associate degree preferred.
- May have additional training or education in area of specialization.

Additional Requirements as per contract/client:

• 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 obtaining and maintaining a favorable clearance.
• Final suitability determination is the sole discretion of the Department of Education
• Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. If applicable, new and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.

Home Office Requirements:

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

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.