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Correspondence Quality Monitor

West Jacksonville, FL

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A Correspondence Quality Monitor is expected to monitor and evaluate correspondence completed by Correspondence Agents to ensure they are providing responses to inquiries that are accurate, grammatically correct, utilizing proper punctuation and addressing all the borrowers' questions. A Correspondence Quality Monitor is familiar with all resources available to successfully complete the work as described below.Responsibilities Monitor and evaluate correspondence completed by Correspondence Team Identify correspondence requiring escalation, escalating immediately if warrantedIdentify trends in the written correspondence to identify areas of improvement and areas that might require additional trainingParticipate in correspondence calibration meetingsOrganize and lead correspondence calibration meetings, including the selection of correspondence to be evaluated and discussed.Maintain score cards, reports and documents with high degree of accuracyMaintain current understanding of the processing procedures to respond to a variety of inquiriesMaintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aidUtilize databases and policy and procedure materials to look up and provide information to written inquiriesUtilize the feedback tool to give and receive constructive feedback on call quality and department tasksUse databases and written material to research and provide information in response to complex inquiresMonitor the quality of written materials, provide feedback, and identify problems and additional training needsContinually look for and suggest process improvements which will benefit our customers (internal and external)Report operation problems and assist with resolutionsMaintain appropriate documentation of written inquiries or correspondence tasksProvide assistance on escalated issues as neededSupport high call volume days by taking inbound borrower phone calls The Ideal Candidate will Possess the Following Additional Education and Experience High School diploma or GED required, some post-secondary education preferredExperience working with DMCS or Federal Student Aid requiredAt least two (2) years of customer service, administrative or call center experience requiredAbility to write using proper grammar, punctuation, sentence structure and pass a written test requiredMust have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasksMust be able to type a minimum of 23 WPM requiredAbility to utilize standard technology such as telephone, e-mail, and web browserProven ability to work as a member of a team requiredPC skills, including MS Office applications requiredApplicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee trainingMay be required to work scheduled holidays, overtime, and SaturdaysAdditional Requirements as per Contract/Client:Must be current on Federal student loans or must not be delinquent on Federal student loansFederal security clearance (through MAXIMUS Federal) required EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.A committed and diverse workforce is our most important resource.MAXIMUS is an Affirmative Action/Equal Opportunity Employer.MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.,employmentType:FULL_TIME,title:Correspondence Quality Monitor,url:****States,postalCode:}},hiringOrganization:{@type:Organization,name:**MEMBERS ONLY**SIGN UP NOW***.,logo:****Service,Engineering,Facilities,Finance,Management,Other,Program Management],industry:Accounting, Customer Service, Engineering, Facilities, Finance, Management, Other, Program Management} {@context:****Quality Monitor}}]}

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