RESPONSIBILITIES:
Kforce has a client in Washington DC that is seeking a Program Manager 1 for a 6 month role, with extension based on the business requirement. This role is remote and candidates can apply anywhere in the US.
Responsibilities:
* Drive issue remediation: Manage edge cases and escalations across loan products and servicing platforms holistically; Solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues
* Support Loan Servicing Workstreams: fraud claims, checks/wires research & application, first payment delinquency investigations, servicing agent QA and monitoring, servicing agent training material development, tracking and monitoring bankruptcy/deceased/hardship processing, research and respond to credit reporting disputes, triage and resolve escalated complaint cases
* Support Loan Collections Workstreams: enabling natural disaster relief for customers as needed; Manage settlements and documentation; Launch collections strategy experiments to test ways to improve losses; Collections agent QA and monitoring; Manage monthly referral process to third party legal collections firm
* Documenting Procedures: Work closely with our team to improve process documentation of servicing and collections policies and procedures
REQUIREMENTS:
* Bachelor's degree - no preference
* Servicing Team experience
* Experience on a Loan Collections team
* Must have managed customer escalations
* Tools used: Query Database, Slack, Web based applications
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.