Sr Manager - Credit Bureau & Fraud Department - Maximus

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.

Essential Duties and Responsibilities:

- Oversee the daily operations of a call center team to ensure performance metrics are met

-Provide action plans and timelines for performance improvement as needed

- Maintain updated knowledge of the call center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution

- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored

- Monitor performance goals and objectives for the call center staff and complete related reports

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership

- Monitor call center compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed

- Responsible for identifying and resolving issues, problems, and concerns with employees

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary

- Provide direction to staff when complaints are escalated to management level

- Performs other duties as required by Project leadership

• Oversee the daily operations of a Back Office processing team in an Operations Contact Center team.

• Monitor credit reporting file activity, which includes working directly with Fiserv regarding the timing of creating routine and ad hoc files, the CBM/Fraud team's analyst and supervisor, and the Credit Reporting Agencies.

• Oversee and support credit dispute and fraud activities, including IDT and e-OSCAR processes supported by the internal Development Team.

• Assist in the development of performance goals to ensure consistent application of all laws, regulations, policies and procedures pertinent to the Contact Center.

• Provide feedback regarding performance and administer corrective action as needed; prepare and deliver performance appraisals.

• Maintain updated knowledge of the Contact Center's performance requirements, as well as corporate and project policies and procedures; provide assistance and updates to staff regarding these policies and procedures.

• Evaluate the need for training to ensure that staff maintains current knowledge of multiple Department of Education portfolio projects, as applicable.

• Address issues with the supervisor(s) relative to quality reviews and the correction of errors identified.

• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels, and escalate issues timely to the Project Director.

• Monitor Contact Center compliance with ISO standards.

• Responsible for identifying and resolving issues, problems and concerns with employees.

• Recommend changes to policies, establish procedures and assist in the implementation of process improvements.

• Performs other duties as required by the Project Director.

• Ensure project compliance with all operational requirements of the contract as well as corporate policies.

- Manage direct reports and the cost- effective operation of all project tasks.

• Communicate with designated subcontractor POCs that provide services to the project, as applicable.

• Oversee audits of operations.

• Produce or update monthly Service Level Agreement (SLA) reporting to meet internal and client needs.

• Collaborate with peers and others to ensure the effective coordination of activities.

• Establish and maintain effective relationships with clients and other external entities.

• Oversee the development and implementation of innovative methodologies to improve service levels and overall operational efficiency.

• Monitor related activities for the project's quality assurance and training programs.

• Monitor performance against key indicators established internally or by the client.

• Generate solutions to issues or complex problems.

• Develop performance goals and objectives for staff, and monitor achievement of those goals.

• Perform other duties as may be assigned.

Minimum Requirements:

• Bachelor's degree or equivalent combination of education, technical training or work experience considered in lieu of degree.

• Must be currently or have previously supported a Department of Education contract in the servicing of federal student loans.

• Minimum 5 years of people management experience and 7 years of federal student loan-related experience with Back Office direct knowledge preferred.

• Direct knowledge of the credit bureau reporting and credit dispute processes is preferred.

• Able to manage large-scale operations, including single or multiple sites.

• Proven ability with operational analyses, processes and performance indicators.

• Capable of performing comfortably in a fast- paced, deadline-oriented work environment.

• Strong client management skills.

• Able to successfully execute many complex tasks simultaneously.

• Excellent organization, written and verbal communication skills.

• Capable of working as a team member as well as independently.

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 / extra hours and weekends.

Home Office Requirements:

• Internet download speed of 25 mbps or higher required (you can test this by going to www.speedtest.net ).
• Hardwired internet (ethernet) connection to router; cannot connect via Wi-Fi.
• Private work area with an adequate power source.
• 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.

Minimum Requirements

Minimum Requirements:
- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

- Three (3) or more years of people management experience.

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

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.