Admin III Correspondence (Lead) MUST LIVE IN JACKSONVILLE, FL. AREA - Maximus

Maximus is currently seeking Correspondence Leads to support the Department of Education portfolio. The Correspondence Lead is responsible for managing administration tasks and you may also lead other employees who would be responsible for following daily processes and predefined procedures regarding Federal Student Aid (FSA) Loan Servicing. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism

Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Perform repetitive clerical steps such as document verification, manage inbound and outbound routine calls, and greeting guests.
- Perform entry-level clerical duties requiring general knowledge and the application of various work methods and procedures. - Provide administrative support to project and operations management, which may include identifying, anticipating, and meetings needs of all departments.

Essential Duties and Responsibilities:

• Provide written responses to inquiries that are accurate, grammatically correct, proper punctuation and address all the

borrowers' questions

• Maintain current understanding of the processing procedures to respond to a variety of inquiries

• Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid

• Complete form processing and sorting as needed

• Utilize databases and policy and procedure materials to look up and provide information to written inquiries

• Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks

• Write, revise, and edit responses to all levels of inquiries regarding federal student loans including control mail inquiries

and Executive Issues (AWG and TOP Hearings) using standard language or original writing

• Use databases and written material to research and provide information in response to complex inquires

• Monitor the quality of written materials, provide feedback, and identify problems and additional training needs

• Continually look for and suggest process improvements which will benefit our customers (internal and external)

• Report operation problems and assist with resolutions

• Maintain appropriate documentation of written inquiries or correspondence tasks

• Provide assistance on escalated issues as needed

• Support high call volume days by taking inbound borrower phone calls

Minimum Requirements:

* Hours Of Operation: Monday (8am-9pm ET); Tuesday/Wednesday (8am-8pm ET); Thursday/Friday (8am=6pm ET) - Must be willing to work any schedule within these hours.

* High School diploma or GED equivalent required

* Minimum 2-4 years of customer service or administrative or call center experience required

* Must be able to speak, read, and write in English fluently

* Basic math and PC skills including MS Office applications required

* Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks

* Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training

* Regular and predictable attendance is required

* Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed

* Must not be delinquent on any Federal Student loans

Additional Requirements as per Contract/Client:

* Must reside in the U.S. and be a U.S. citizen

* Must be able to pass a criminal background check

* May be required to work scheduled holidays, overtime, and weekends

* Must be able to effectively read a prepared / written script out loud

* Must reside within an Hour of Jacksonville, FL.

* Must be able to go on site to pick up equipment once your Federal Background is cleared.

* 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.

Home Office Requirements:

* Internet speed internet of 25 mbps or higher required (you can test this by going to www.speedtest.net)

* Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi

* Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source

Minimum Requirements

- High School diploma or equivalent with 2-4 years of experience.
- May have additional training or education in area of specialization.

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.

Hourly Base Pay Minimum for this Position

$

19.27

Hourly Base Pay Maximum for this Position

$

19.27