Analyst - Customer Advocacy

Description & Requirements Maximus is looking to hire an Analyst-Customer Advocacy. This role will perform Quality Control of written responses, phone calls and entries in the Complaint Tracking Database through accurate account analysis and within established deadlines; under the Department of Education portfolio. Essential Duties and Responsibilities:
- Perform Quality Control of written responses, phone calls and entries in the Complaint Tracking Database through accurate account analysis and within established deadlines.
- Prepares and provides accurate account analysis and documentation, as requested by both internal and external customers, within established deadlines.
- Maintains ongoing contacts within other departments to coordinate functions streamline processes and deliver excellent products and services.
- Assists newly hired employees with the transition from training to work environment, as well as offers continuing training tenured representative as needed. Monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements. Associated duties include:
- Trains new staff on Unit functions and participates in shadowing activities
- Answers representatives' questions as needed. Essential Duties and Responsibilities:

• Perform Quality Control of written responses, phone calls and entries in the Complaint Tracking Database through accurate account analysis and within established deadlines.
• Prepares and provides accurate account analysis and documentation, as requested by both internal and external customers, within established deadlines.
• Maintains ongoing contacts within other departments to coordinate functions streamline processes and deliver excellent products and services.
• Assists newly hired employees with the transition from training to work environment, as well as offers continuing training tenured representative as needed. Monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements. Associated duties include:
• Trains new staff on Unit functions and participates in shadowing activities
• Answers representatives' questions as needed.

Minimum Requirements:

• Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

Additional Requirements as per contract/client:

• FSA Department of Education experience preferred
• 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. Home Office Requirements:

• Hardwired internet (ethernet) connection
• Internet download speed of 20mbps or higher required (you can test this by going to
• Private work area and adequate power source

Minimum Requirements Minimum Requirements:
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience. 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.