Assoc Specialist - Cust Advcy

Description & Requirements

Maximus is looking to hire an Assoc Specialist-Customer Advocacy for the Aidvantage Program under the Department of Education portfolio. This role will respond on behalf of management to oral and written inquiries from government officials, attorneys, regulatory entities, borrowers and other outside agencies, concerning problems relating to loans owned and services by Maximus. The incumbent supports the Office of the Customer Advocate (OCA) of the Loan Servicing Center Pennsylvania with technical expertise to analyze, track and assist with issues related to the required applications, processes and the overall Unit

Essential Duties and Responsibilities:
- Prepares and provides accurate account analysis and documentation, as requested by both internal and external customers, within established deadlines. Analysis can include but is not limited to the following: Calculates and prepares amortizations and payment histories, Performs extensive account research to achieve issue resolution, Reports findings and breakage points to management and lines of business as required, Handles Regulatory cases on a regular basis
- During the research and response process, the individual may be required to correspond or collaborate with customers or:Various levels of Management, spanning from Supervisor to Board Member; Attorneys (Maximus and Outside Counsel); Congressional Offices and other Regulatory Agencies; Corporate Communications Department; The Department of Education and Guarantor Agencies; Consumer Financial Protection Bureau - Assists newly hired employees with the transition from training to work environment, as well as providing ongoing mentoring to Customer Advocates.
- Monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements.
- Trains new staff on Unit functions and participates in shadowing activities
- Maintains ongoing contacts within other departments to coordinate functions, streamline processes and deliver excellent products and services.

Minimum Requirements:

- Bachelor's degree in relevant field of study and 0-3 years of relevant professional experience required, or equivalent combination of education and experience.

- At least 1 year of experience within the Office of the Customer Advocate (OCA) or 2 years' experience in a servicing environment to include education loan training

- Taking phone calls in escalated matters and contacting consumers

Additional Requirements as per contract/client:

- FSA Department of Education experience

- 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.

Home Office Requirements:

- Hardwired internet (ethernet) connection

- Internet download speed of 20mbps or higher required (you can test this by going to

- Private work area and adequate power source

Minimum Requirements

- Bachelor's degree in relevant field of study and 0-3 years of relevant professional experience required, or equivalent combination of education and experience.

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


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.

Minimum Salary


$

53,000.00

Maximum Salary


$

60,000.00