Central Research is actively seeking a Customer Support Supervisor to support our Federal Government contract in Hendersonville, TN. The position will be responsible for effective day-to-day supervision of the contact center administrative support teams. The supervisor will ensure the customer's experience is positive by overseeing the administrative support teams to review and respond to consumer documentation, requests, verify program eligibility, and process student loan forgiveness applications. They will deliver superior quality customer service, meet quality assurance requirements, accurately.

resolve customer inquiries, while adhering to all state and federal regulations. The Customer Support Supervisor will support the operational teams, meet contractual obligations, and hit performance metrics. They will collaborate with the Customer Support Manager to cultivate a positive work environment by engaging employees with a sense of job performance ownership and accountability to ensure our service levels are superior.

Essential Duties and Responsibilities:

Responsible for managing the administrative teams for all the support services on student loan repayment plan options and forgiveness:

• Ensure loan balances are accurate while ensuring compliance standards.
• Lead, train, develop, and motivate teams and support roles to maximize performance.
• Mentor, train and coach staff on providing administrative support for student loan programs to improve efficiency, accuracy, effectiveness, and compliance of handling interactions in a timely manner.
• Oversee the administrative support teams to review and respond to consumer documentation, requests, verify program eligibility, and process student loan forgiveness applications.
• Report any compliance issues to leadership.

Meet contractual obligations, performance metrics, production and compliance goals:

• Create, monitor, and review administrative support production and metric reports.
• Obtain production and compliance goals.
• Audit and review loan balance data, make account adjustments to consumer's student loan accounts, process
• reconciliations, and payments.
• Provide tax reporting, monthly billing statements, verify program eligibility and provide support for all student loan servicing
• programs.
• Proactively audit processes, procedures, and documents to identity opportunities and trends for performance improvement.
• Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations.

Ensure the customer's experience is positive:

• Deliver superior quality customer service, meet quality assurance requirements, accurately resolve customer inquiries, while adhering to all state and federal regulations.
• Collaborate with the Administrative Support Manager to enhance workflows and strategies to enhance the customer's student loan experience including application processing, quality and production.
• Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns arise.
• Assist with resolution of accounts if a complaint, dispute or other compliance concerns arise.
• Review student loan balances and conduct account adjustments, reconciliations, process payments, and ensure the customer's loan balance is accurate.

Required Education and Experience Qualifications:

• High School/GED
• 2 years of experience in a customer service leadership role managing teams
• 1 year of contact center experience
• US Citizenship is required per the contract
• Must be able to obtain and maintain a 5C Suitability clearance

Preferred Education and Experience Qualifications:

• Bachelor's degree in Business, Accounting, Finance, or related fields; or the equivalent through combination of education and experience
• Experience supporting the US Department of Education student loan consumers in a contact center environment
• Experience managing a remote workforce
• Experience performing work on government contracts
• Proficient in Microsoft applications, specifically Excel and SharePoint

Required 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.
• Detail oriented and ability to multi-task.
• Excellent written, verbal, and interpersonal communication skills.
• Proficient knowledge of Microsoft Office applications.
• 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.

Other Requirements:

• This position is currently remote (work from home). To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility (Hendersonville, TN). The reason for this is the employee is expected to pick up their equipment, come into the facility whenever the equipment must be repaired or replaced, and return their equipment to the facility at the end of their employment.

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. .

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.