Admin III Correspondence (Back Office) at Maximus in Remote

Description & Requirements

Maximus is seeking an Admin III - Correspondence to support the Credit Bureau Disputes team within the Aidvantage Program and Federal Student Aid portfolio.

In this role, the Admin III - Correspondence representative is responsible for reviewing, researching, and responding to credit bureau disputes and borrower correspondence in accordance with established policies, procedures, and regulatory requirements. The position plays a key role in ensuring accurate account reporting, timely dispute resolution, and the integrity of borrower information.

The successful candidate will contribute to maintaining the accuracy of credit reporting and the overall integrity of student loan servicing operations.

Essential Duties and Responsibilities:

• Works on assignments that are moderately difficult, requiring judgement in resolving issues.

• Perform repetitive clerical steps such as document verification, manage inbound and outbound routine calls, and greeting guests.

• Perform entry-level clerical duties requiring general knowledge and the application of various work methods and procedures. - Provide administrative support to project and operations management, which may include identifying, anticipating, and meetings needs of all departments.

• Review and investigate credit bureau disputes received through consumer reporting agencies, borrowers, and third-party entities.

• Research account history, payment activity, servicing records, and supporting documentation to determine appropriate dispute resolutions.

• Prepare and process correspondence related to credit reporting disputes, borrower inquiries, and account investigations.

• Ensure dispute responses are completed accurately and within established regulatory and client-required timeframes.

• Update account records and document investigation findings in applicable servicing systems.

• Coordinate with internal departments to obtain information necessary to support dispute investigations and account corrections.

• Identify trends, reporting issues, and process improvement opportunities to enhance operational effectiveness and reduce risk.

• Assist with quality reviews, audit requests, and compliance-related activities as needed.

• Maintain a thorough understanding of credit reporting requirements, Fair Credit Reporting Act (FCRA) guidelines, Department of Education regulations, and internal policies.

• Support special projects and additional correspondence-related activities as assigned by management.

• Ensure all work is performed with a high degree of accuracy, attention to detail, and a commitment to delivering quality customer service.

• Must have at least one (1) year Student Loan customer service and/or call center experience supporting Aidvantage here at Maximus.

• High School Diploma or GED required.

• Must reside in the United States.

• 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.

• Must have current or prior experience working with credit bureaus, credit reporting, or credit-related disputes and investigations.

Preferred Skills and Qualifications:

• Ability to make sound decisions based on established policies, procedures, and regulatory requirements.
• Excellent attention to detail and accuracy when reviewing borrower accounts and dispute documentation.
• Experience identifying discrepancies and determining appropriate corrective actions.
• Ability to work in a fast-paced production environment while maintaining a high level of accuracy and quality. Current productivity expectations are approximately 35.74 units per hour (UPH) with a quality expectation of 98.80% or higher. Performance metrics and production goals may be adjusted based on business needs, team performance, operational priorities, and client requirements.

Additional Requirements (per contract/client):

• Employment is contingent upon obtaining and maintaining a favorable clearance; final suitability is determined by the Department of Education.

• Must obtain and maintain a PIV-I card; in-person pickup is required. Travel (car, train, or plane) to a designated location may be necessary, with expenses covered by Maximus.

• Must currently and permanently reside in the Continental US.

• A quiet, private, and secure place to work that is distraction free.

• Connectivity to the internet Category 5 or 6 ethernet patch cable to the home modem/router.

• Remote workers required internet speed policy: minimum download speed is 25 Mbps and 5 Mbps upload; Shared connection requirement is 50 Mbps download and 5 Mbps upload. Test your internet speed at https://www.speedtest.net.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com.