Customer Support Manager

Central Research, Inc.

. Supervise and lead administrative support teams for student loan repayment plans and forgiveness .

Posted 11/7/2026full-timeRemote • United StatesMid-LevelSenior💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in administrative leadership within student loan servicing, ensuring compliance with federal and state regulations while delivering exceptional customer service. Proficient in team development, operational strategy improvement, and performance metrics analysis.

Highest-signal resume keywords

Administrative Customer Service LeadershipStudent Loan Servicing ExperienceKnowledge of Federal and State RegulationsMicrosoft Office ProficiencyExcellent Presentation Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program Eligibility VerificationStudent Loan Forgiveness ProcessingQuality Assurance CompliancePerformance Improvement AuditingProduction Metrics Reporting

Soft Skills

Team LeadershipMentoring and CoachingCustomer Experience ManagementAdaptability to Change

Certifications & Qualifications

5C Suitability Clearance

Industry Keywords

Telephone Consumer Protection ActConsumer Financial Protection BureauCompliance TrainingOperational Requests Management

About the role

Key responsibilities & impact

Supervise and lead administrative support teams for student loan repayment plans and forgiveness
Ensure positive customer experiences by overseeing review and response to consumer documentation and requests
Verify program eligibility and process student loan forgiveness applications
Deliver quality customer service and meet quality assurance requirements
Resolve customer inquiries accurately while adhering to state and federal regulations
Lead, train, develop, motivate, mentor, and coach supervisors and support staff
Collaborate with the Director of Operations to improve workflows, strategies, application processing, quality, and production
Establish, review, and maintain internal controls and compliance training
Assist with borrower concerns, client requests, operational requests, account adjustments, complaints, disputes, and compliance concerns
Obtain production and compliance goals
Audit processes, procedures, and documents to identify performance improvement opportunities and trends
Create, monitor, and review production and metric reports
Coordinate with workforce management to align staffing levels with performance metrics
Report compliance issues to leadership
Participate in continuing education regarding changes in federal and state laws and regulations

Requirements

What you’ll need

High School Diploma/GED
3 years of experience in administrative customer service leadership role directing and managing teams
3 years of experience working on the Department of Education student loan servicing contract
US Citizenship is required per the contract
Must be able to obtain and maintain a 5C Suitability clearance
Bachelor's Degree preferred
Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau and related regulations
Knowledge of state and federal laws and regulations
Proficient knowledge of Microsoft Office applications
Ability to read, write and speak fluent English
Excellent presentation and facilitation skills
Ability to adjust quickly to changing business needs

Benefits

Comp & perks

Equal Opportunity Employer, including veterans and individuals with disabilities