Account Adjustment Manager (Remote) - Military veterans preferred

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 maintain a 5C Suitability clearance
• Preference will be given to internal applicants who meet all of the position requirements

Preferred Qualifications:

• Bachelor's Degree in Accounting, Finance, or related fields; or the equivalent through combination of education and experience
• 5 years’ experience in administrative support leadership role directing and managing teams on the student loan servicing contract OR 5 years’ experience executing operational accounting tasks on the student loan servicing contract

Knowledge, Skills & Abilities:

• Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau, its related regulations and the state laws and regulations.
• Ability to create presentations and provide training to staff regarding performance.
• Capable of leading a team and coaching a team.
• Ability to audit and review and reconcile loan balances and payments.
• Detail oriented and ability to multi-task.
• Excellent written, verbal, and interpersonal communication skills.
• Proficient knowledge of Microsoft Office applications, specifically Excel.
• Ability to read, write and speak fluent English.
• Excellent presentation and facilitations skills.
• Demonstrated ability to communicate effectively within all levels of the organization.
• Ability to adjust quickly to changing business needs.

Equal Opportunity Employer:

Equal Opoportunity Employer, including veterans and individuals with disa bilities. Know you Rights Poster can be found here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.