Supervisor - Correspond

Description & Requirements

Maximus is looking for a Remote Supervisor to join our team.

This position will support the Back Office-Correspondence department under the Department of Education portfolio.

The Correspondence Supervisor provides supervision, coaching, and development to agents who are responding to written Federal Student Loan inquiries.

The Supervisor also ensures prompt resolution of escalated requests.

Additionally, they assist with reporting and training planning as needed as well as support various cross-functional teams within the program.

This is a Limited Service role with an estimated end date of 12/31/2025.

Essential Duties and Responsibilities:

- Supervise the correspondence staff members to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.

- Perform tasks to assure correspondence and program service level requirements and goals are met.

- Assume leadership responsibility for correspondence tasks and contact center processing activities as required.

- Participate in meetings and recommend changes to policies and procedures.

- Support and enforce contract center expectations.

- Assist with escalated correspondence issues or cases as needed.

- Evaluate employee key performance indicators and identify training needs and development opportunities.

- Develop work schedules and assign duties to direct report personnel to ensure efficiency.

- Discuss job performance concerns with employees to identify outliers and work closely with the Human Resources team in resolving problems.

- Make recommendations to the higher-level manager for hiring, firing and disciplinary decisions.

- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Support audits by ensuring requested information are provided within the time limits requested and that the documentation and responses are accurate.

Additional Requirements as per contract/client:

- FSA, Department of Education experience preferred

- High School Diploma or GED 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.

- 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.

- Obtaining and Maintaining a PIV-I card is a requirement of this position.

PIV-I cards must be picked up in person.

New and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card.

Any travel expenses will be paid for by Maximus.

Home Office Requirements:

- Hardwired internet (ethernet) connection

- Internet download speed of 25mbps or higher required (you can test this by going to [1] www.speedtest.net)

- Private work area and adequate...