• Correspondence Quality Monitor

    Job Locations US-FL-Jacksonville
    Posted Date 3 months ago(4/10/2018 5:53 PM)
    Requisition ID
    # of Openings
    Job Function
    Quality Assurance
    Job Schedule
    Regular Full-Time
  • Project/Position Introduction

    MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.



    A Correspondence Quality Monitor is expected to monitor and evaluate correspondence completed by Correspondence Agents to ensure they are providing responses to inquiries that are accurate, grammatically correct, utilizing proper punctuation and addressing all the borrowers’ questions. A Correspondence Quality Monitor is familiar with all resources available to successfully complete the work as described below.


    • Monitor and evaluate correspondence completed by Correspondence Team  
    • Identify correspondence requiring escalation, escalating immediately if warranted
    • Identify trends in the written correspondence to identify areas of improvement and areas that might require additional training
    • Participate in correspondence calibration meetings
    • Organize and lead correspondence calibration meetings, including the selection of correspondence to be evaluated and discussed.
    • Maintain score cards, reports and documents with high degree of accuracy
    • Maintain current understanding of the processing procedures to respond to a variety of inquiries
    • Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid
    • Utilize databases and policy and procedure materials to look up and provide information to written inquiries
    • Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
    • Use databases and written material to research and provide information in response to complex inquires
    • Monitor the quality of written materials, provide feedback, and identify problems and additional training needs
    • Continually look for and suggest process improvements which will benefit our customers (internal and external)
    • Report operation problems and assist with resolutions
    • Maintain appropriate documentation of written inquiries or correspondence tasks
    • Provide assistance on escalated issues as needed
    • Support high call volume days by taking inbound borrower phone calls

    The Ideal Candidate will Possess the Following Additional Education and Experience

    • High School diploma or GED required, some post-secondary education preferred
    • Experience working with DMCS or Federal Student Aid required
    • At least two (2) years of customer service, administrative or call center experience required
    • Ability to write using proper grammar, punctuation, sentence structure and pass a written test required
    • Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
    • Must be able to type a minimum of 23 WPM required
    • Ability to utilize standard technology such as telephone, e-mail, and web browser
    • Proven ability to work as a member of a team  required
    • PC skills, including MS Office applications required
    • Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
    • May be required to work scheduled holidays, overtime, and Saturdays

    Additional Requirements as per Contract/Client:

    • Must be current on Federal student loans or must not be delinquent on Federal student loans
    • Federal security clearance (through MAXIMUS Federal) required



    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.


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