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    Fin Proc Lead - Remote, United States - Maximus

    Maximus
    Maximus Remote, United States

    2 weeks ago

    Maximus background
    Full time
    Description

    General information

    Job Posting Title Fin Proc Lead Date Friday, May 3, 2024 City Remote Country United States Working time Full-time

    Description & Requirements

    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

    • Minimum Requirements:

  • 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 )
  • Private work area and adequate power source
  • All equipment will be provided by Maximus (Computer & Headset)
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