Customer Support Manager (Remote)

This is a Fully Remote Job
About Our Client:The organization operates within the federal government contract space, focusing on supporting student loan repayment and forgiveness programs. It addresses challenges related to managing administrative support for these programs, ensuring compliance with federal and state regulations, and improving customer experiences related to student loan servicing.
About the Opportunity:The CUSTOMER SUPPORT MANAGER is responsible for leading and supervising administrative support teams that handle customer inquiries, program eligibility verification, and student loan forgiveness application processing. The role is critical in ensuring high-quality customer service, compliance with regulations, and meeting performance metrics, thereby directly impacting the effectiveness of the organization's service delivery.
Responsibilities:Manage leadership and administrative teams supporting student loan repayment and forgiveness programsLead, train, and motivate support teams and supervisors to maximize performanceCollaborate to improve workflows and customer experience in loan application processingEstablish and maintain internal controls and compliance trainingMentor staff to enhance efficiency, accuracy, and compliance in administrative supportAddress borrower concerns, client and operational requests, and compliance issuesAchieve production and compliance goalsAudit processes to identify improvement opportunitiesMonitor and review production and metric reportsCoordinate staffing with workforce management to meet performance targetsResolve complaints, disputes, or compliance concernsReport compliance issues to leadershipParticipate in continuing education on federal and state laws and regulations
Requirements:High School Diploma or GED3 years in an administrative customer service leadership role managing teams3 years experience with Department of Education student loan servicing contractsUS CitizenshipAbility to obtain and maintain 5C Suitability clearanceKnowledge of Telephone Consumer Protection Act, Consumer Financial Protection Bureau regulations, and relevant state lawsStrong presentation, training, communication, and interpersonal skillsProficient in Microsoft OfficeDetail-oriented with multitasking abilityFluent in English
Preferred:Bachelor's Degree5+ years in administrative customer service leadership5+ years experience with Department of Education student loan servicing contractsPreference for internal candidates meeting all requirements
Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Skills
Customer Support

Experience
5+ yrs

Work arrangement
Yes