Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Follow procedures and directions to assess the quality of service provided through monitoring incoming calls and other work types which focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures.
- Conduct call monitoring sessions to ensure workers are performing in accordance with established quality and performance standards.
- Provide feedback on call monitoring results.
- Evaluate recorded and/or transcribed interactions of a complex nature between the caller/chatter/correspondent and the worker, and provide appropriate context of ratings.

Additional Duties and Responsibilities:­
- Perform quality control checks on DMCS Greenville functions including Loan Intake, Mail Intake, National Payment Center, Back Office and the Correspondence Team -­ Perform quality verification of template usage and data populated ­- Perform administrative functions that support the processing of appeals ­- Maintain and update databases, score cards, reports, and documents with high degree of accuracy. ­- Identify correspondence requiring escalation, escalating immediately if warranted ­- Provide assistance with decision notification, which may include any form of correspondence with borrowers ­- Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid ­- Maintain current understanding of the processing procedures ­- Demonstrate and maintain appropriate judgment with confidential information ­- May perform other functions as requested by management within scope of level or occasional support of lower-level functions as business/volume need require ­- Type or generate letters and other documents as necessary ­- Participate in calibration meetings - College courses or degree from an accredited college or university preferred­- Minimum 3 years of related experience required­- Accurate data entry skills­- Proficient in the use of Microsoft Office products­- Excellent organizational, written and verbal communication skills­- Ability to perform comfortably in a fast-paced, deadline-oriented work environment­- Ability to work as a team member, as well as independently­- Ability to write using proper grammar, punctuation, sentence structure and pass a written test­- Applicants will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training- Ability to work Onsite at Maximus location in Greenville, Texas
Additional Requirements Per Client:
- High School Diploma or GED required- Must reside in the U.S.- Must be a U.S. citizen.- Must be able to pass a Federal Background Check.- Must not be delinquent or in default on any federal student loans.
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.

- Associate degree preferred.
- May have 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.