Maximus is looking for a Bilingual Admin III Correspondence Agent. The Correspondence Agent provides knowledgeable written responses to Federal Student Loan (FSA) inquiries in a courteous and professional manner. In the event of high call volume, you may be required to assist with answering inbound calls regarding FSA Loan Servicing.
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.
– Insert customer and account data by inputting text based and numerical information from source documents within specific time limits.
– Interpret paperwork and make sound judgments based on information received.
– Compile, verify accuracy, and sort information according to priorities to prepare source data for computer entry.
– Review data for deficiencies and errors, correct any incompatibilities and check output for accuracy.
– Outreach to various sources via oral and written communication to make appropriate determination on a variety of tasks.
– Must support high call volume days by taking inbound borrower phone calls.
– Must complete and pass DRG call center customer service training.
– Must make outbound borrower calls as needed.
– Must be able to effectively read a prepared/ written script out loud.
– Apply data program techniques and procedures to daily tasks.
– Generate reports, store completed work in designated locations and perform backup operations.
– Requires the review and examination of numerous source original documents from both image and hard copy which require keying of alphanumeric loan data into core system.
– Interpretation of OMB structured, and unstructured forms based on processing procedures to properly classify and label forms into organized work lists.
– Applicants will be required by contract to undergo program update training as student financial assistance programs change.
– Bilingual English and Spanish required
Additional Requirements Per Client:
– FSA experience required
– 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.
– May be required to work scheduled holidays, overtime, and Saturdays.
– Adhere to policies as they relate to protecting personally identifiable information.
– Must have the ability to write using proper grammar and punctuation.
– Must have the ability to type a minimum of 23 WPM required.
– Must have the ability to work independently and in a team environment.
– Must have excellent interpersonal skills and the ability to organize simultaneous tasks.
– Must be able to navigate Microsoft Excel spreadsheets.
– Must have the ability to identify new scenarios and ask for guidance when none is available.
– Must have a logical thought process.
– Must be organized, take accurate notes, and refer to notes during processing.
– Must welcome as well as accept constructive/constant feedback.
– Must have the ability to use resources and tools to effectively communicate: IM Chat, helpful guides/best practices, and training material.
– Must have at least two (2) years Student Loan customer service and/or call center and a good understanding of the Student Loan process.
Home Office Requirements:
– Private and Secure workspace from home
– Access to Wi-Fi, LAN (wired connection/ethernet) or both at home
– Internet provider that offers enough speed for multiple users without latency or lag? (i.e. housemate also WFH, kids playing video games or streaming shows, etc.)
– Internet download speed of 25mbps single/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)
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.
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
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
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.
Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment processincluding accessing job postings, completing assessments, or participating in interviews,please contact People Operations at [email protected].
