Front Office Supervisor (remote) Perkins Loans

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FULL TIME Clerical US

6 days ago Requisition

Salary Range: $39,000.00 To $42,000.00 Annually

Position Summary:

The Front Office Supervisor supports the daily operations of borrower-facing customer service functions for the Perkins Loan Servicing Program by providing frontline leadership, operational oversight, and staff support. This role assists in ensuring high-quality, compliant borrower interactions, monitors team performance, supports training and coaching initiatives, and serves as a point of escalation for operational and borrower servicing issues while promoting service excellence and adherence to federal servicing requirements.

• Support daily front-office and customer service operations to ensure timely, accurate, and compliant borrower support.
• Provide day-to-day guidance, coaching, and operational support to Customer Service Representatives and front-office staff.
• Monitor team performance, productivity, service levels, and quality metrics to ensure adherence to service standards and compliance requirements.
• Assist with training, onboarding, and continuous development activities to reinforce operational procedures and regulatory requirements.
• Serve as a point of escalation for borrower inquiries, account issues, and complex servicing situations, ensuring timely resolution and proper documentation.
• Monitor borrower interactions and operational activities to ensure compliance with Federal Student Aid (FSA) requirements, Telephone Consumer Protection Act (TCPA) regulations, and organizational policies.
• Collaborate with leadership, Training, Quality, and Back Office teams to identify process improvements, address operational challenges, and improve borrower experience.
• Support workforce coordination activities, including schedule adherence, queue management, and operational readiness.
• Assist in preparing operational reports, tracking trends, and identifying opportunities for service and workflow improvements.
• Promote a collaborative, accountable, and customer-focused team environment that supports operational excellence and continuous improvement.

Minimum Requirements (Education & Experience):

• High school diploma or equivalent.
• Must be a US Citizen
• Ability to obtain and maintain a Federal Public Trust (5C) security clearance (financial /credit history and background will be reviewed):
  • Not in default on federal student loans.
  • Demonstrated financial responsibility.
  • No felony convictions with the past 7 years.
  • Misdemeanor convictions within the past 7 years may impact eligibility.
  • No non-medical collections totaling $7,500 or more.
• Minimum of 2 years of customer service or contact center experience, with at least 1 year in lead monitoring or supervisory capacity.
• Experience supporting student loan servicing, financial services, banking, or other regulated customer service environments.
• Experience using contact center systems and Microsoft Office applications.

Preferred Requirements (Education & Experience):

• Bachelor's degree in business administration, Finance, Communications, or a related field.
• Two or more years of experience in student loan servicing, collections, or financial aid operations.
• Previous experience leading teams in a high-volume contact center environment.
• Working knowledge of Perkins Loans, deferments, forbearance, cancellations, rehabilitation, credit reporting, and borrower repayment options.
• Experience with workforce management tools, quality monitoring systems, and performance dashboards.
• Knowledge of Federal Student Aid (FSA) regulations, Perkins Loan servicing requirements, or the ability to quickly learn applicable federal guidelines.
• Experience conducting coaching sessions, performance reviews, and corrective action discussions.
• Knowledge of contact center metrics, including Service Level, Average Handle Time (AHT), First Call Resolution (FCR), Quality Assurance scores, Schedule Adherence, and Customer Satisfaction (CSAT).
• Experience supporting process improvement initiatives, Standard Operating Procedures development, and cross-functional projects.
• Leadership training or certification and demonstrated ability to foster employee engagement and a culture of accountability.
• Demonstrated ability to coach, motivate, and develop employees to achieve performance goals.
• Strong verbal and written communication skills with the ability to handle escalated borrower concerns professionally.
• Ability to monitor performance metrics and provide timely feedback to improve quality and productivity.
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Ability to maintain confidentiality and comply with federal, company, and information security requirements.
• Flexibility to work varying schedules, including overtime or weekends, as business needs require

NOTE:

This job description is not…