Supervisory Complaint Resolution Specialist, GS-1101-13, FPL 13 (DE)

Summary This position is located in the Department of Education's, Federal Student Aid (FSA) Division in Washington, DC and in other locations. FSA is responsible for administering key financial assistance programs under the Title IV of the Higher Education Act of 1965 to students and their families each year for education beyond high school.  FSA is committed to keeping the promise made through the Higher Education Act. The confidentiality, integrity and availability of FSA information is critical. Learn more about this agency Duties APPLICATION LIMIT: This vacancy announcement is limited to the first 200 applications received and will close at 11:59PM Eastern Time on the day that we receive the 200th application, or at 11:59PM Eastern Time on the listed closing date, whichever occurs first.  We encourage you to read this entire vacancy announcement prior to submitting your application.As a Supervisory Complaint Resolution Specialist, GS-1101-13, you will be responsible for: Supervising day-to-day complaint resolution operations, including assigning work, setting priorities, coaching staff, reviewing case determinations, and ensuring timely, accurate, and consistent resolution of borrower and institutional complaints.   Directing and overseeing resolution of complex, sensitive, or precedent-setting Title IV complaints involving borrowers, institutions, and loan servicers, ensuring determinations are legally and operationally sound. Establishing and maintaining operational procedures, policies, and training materials governing complaint resolution activities and provides ongoing guidance to staff to ensure consistent interpretation of regulatory requirements. Monitoring complaint trends, operational metrics, and case outcomes to identify systemic issues affecting borrowers, institutions, or program partners and recommends improvements to program operations or complaint handling processes. Representing the Office of the Ombudsman in engagements with internal leadership, legal counsel, institutions, servicers, and other stakeholders regarding complaint resolution matters and program oversight activities. Requirements Conditions of employment Must be a US Citizen. Relocation will not be paid. Males 18 and over must be registered with the Selective Service. Must complete a Background Investigation and Fingerprint check. You may be subject to serve a one-year supervisory probationary period. Condition of Employment: As a condition of employment for accepting this position, you may be required to serve a probationary period or trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: • your performance and conduct; • the needs and interests of the agency; • whether your continued employment would advance organizational goals of the agency or the Government; and • whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period OR trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. You must meet all qualification requirements within 30 days of the closing date of this vacancy announcement. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills, and can provide valuable training and experience that translates directly to paid employment. We will consider all qualifying experience, including any volunteer experience. Qualifications Minimum Qualification RequirementsYou may meet the minimum qualifications for the GS-13, if you possess the specialized experience.Specialized Experience for the GS-13One year of experience in either federal or non-federal service that is equivalent to at least a GS-12 performing two (2) out of three (3) following duties or work assignments: Experience supervising or leading professional staff responsible for resolving borrower complaints within a regulated financial aid, lending, compliance, or customer resolution environment, including assigning workload, providing technical guidance, and ensuring timely and accurate case resolution. Experience applying complex statutes, regulations, or program policies to resolve disputes or operational issues within federal student aid programs, higher education administration, financial services, loan servicing, or similar regulated program environments. Experience analyzing complaint cases, operational data, or servicing records to determine appropriate resolutions, identify systemic issues, and recommend operational or policy improvements affecting program delivery or customer experience. Knowledge, Skills, and Abilities (KSAs) The quality of your experience will be measured by the extent to which you possess the following knowledge, skills and abilities (KSAs). You do not need to provide separate narrative responses to these KSAs, as they will be measured by your responses to the occupational questionnaire (you may preview the occupational questionnaire by clicking the link at the end of the Evaluations section of this vacancy announcement). Ability to supervise professional staff and manage operational workloads in a fast-paced case management environment while ensuring regulatory compliance and performance accountability. Knowledge of Title IV statutes, regulations, and federal student aid program operations sufficient to oversee complex complaint resolution determinations. Skill in developing operational procedures, training materials, and written guidance related to complaint resolution and regulatory interpretation. Skill in analyzing complaint data and operational metrics to identify trends, systemic risks, and opportunities for program or process improvement. Ability to communicate complex regulatory findings and operational determinations to senior leadership and external stakeholders. Education There is no Education requirement at this grade-level. Additional information Veterans’ Career Counseling: If you are a veteran interested in receiving tips on preparing a federal resume and/or how to prepare for an interview, you may email [email protected] to schedule a session with a career counselor (“Veterans Counseling Session” should be placed in the subject line of the email). Student Loan Default: If selected for this position, we will verify that you have not defaulted on any loan funded or guaranteed by the U.S. Department of Education. If you are found to be in default, we will contact you to make arrangements for repayment prior to making an official offer of employment. Suitability and Investigation: If selected for this position, you will be required to complete the Declaration for Federal Employment (OF-306) to determine your suitability for federal employment and successfully complete a pre-appointment investigation/background check.Essential/Non-Essential: This position is considered essential for purposes of reporting to work during federal government closures.Financial Disclosure: This position requires a financial disclosure.Bargaining Unit: This position is not included in the bargaining unit. Selections: Agencies have broad authority under law to hire from any appropriate source of eligibles and may fill a vacancy in the competitive service by any method authorized. We may make additional selections from this vacancy announcement within 90 days from the date the selection certificates are issued, should vacancies occur. We may also share selection certificates amongst program offices across the agency. Expand Hide  additional information Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Benefits A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. As an ED employee, you will also benefit from our family-friendly work environment. As part of our commitment to maintain a work life balance, we offer excused leave for Parent/Teacher Conferences (3 hours); excused leave for annual health screenings (4 hours); and matching leave for community volunteer service. Other flexibilities that may be available to you include alternative work schedules. You may be eligible to receive a recruitment incentive for this position. To receive this incentive payment, you will be required to sign a service agreement obligating you to remain with the U.S. Department of Education for a specified period as agreed upon. You may be eligible to receive a relocation incentive for this position. To receive this incentive payment, you will be required to sign a service agreement obligating you to remain with the U.S. Department of Education for a specified period as agreed upon. You may be eligible to participate in the Student Loan Repayment Program as a recruitment incentive for this position. To receive student loan repayments, you will be required to sign a service agreement obligating you to remain with the U.S. Department of Education for a specified period as agreed upon. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.