Management and Program Analyst (CompRes), GS-0343-14 FPL 14 (DE)

Full Job Description

This position is located in the Department of Education, Federal Student Aid, Ombudsman (Office of the Ombudsman).

FSA is a Principal Office of the United States Department of Education responsible for awarding billions of dollars in federal student aid funds.

Minimum Qualification Requirements You may meet the minimum qualifications for the GS-14, if you possess the specialize experience: Specialized Experience for the GS-14 One year of experience in either federal or non-federal service that is equivalent to at least a GS-13 performing two (2) out of three (3) of the following duties or work assignments: 1.

Experience resolving Title IV complaints, servicing disputes and borrower entitlement determinations and issues effectively. 2.

Experience assisting with complaint resolution processes or contractor activities related to federal student aid/ Title IV programs. 3.

Experience reviewing complaint trends, borrower data, institutional patters or servicing patterns to identify systemic issues.

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).

1.

Skill in directing and coordinating complaint resolution operations, including assigning work, prioritizing workload, reviewing determinations for quality and regulatory consistency, and guiding staff to ensure defensible and consistent application of Title IV requirements, and ensure defensible and consistent application of regulatory standards across the team.

2.

Ability to exercise independent judgment in resolving controversial or precedent-setting Title IV complaints, making authoritative determinations and guiding staff through complex regulatory scenarios.

3. Skill in analyzing complaint trends and borrower data to identify systemic risks, evaluate program performance, and develop recommendations for operational or policy improvements. 4.

Knowledge of contractor oversight principles, performance measurement frameworks, and regulatory compliance requirements applicable to federal student aid servicing operations. 5.

Ability to represent the organization in high-visibility engagements and effectively communicate complex regulatory analyses and program determinations to senior leadership, oversight bodies, legal representatives, and external stakeholders.

Major Duties:

APPLICATION LIMIT: This vacancy announcement is limited to the first 75 applications received and will close at 11:59PM Eastern Time on the day that we receive the 75th 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 MANAGEMENT AND PROGRAM ANALYST (COMPLAINT RESOLUTION), GS-0343-14, you will be responsible for: • Assists in leading day-to-day complaint resolution operations, including assigning work, setting priorities, reviewing determinations, and ensuring quality and regulatory consistency across the team.

• Oversees resolution of highly complex, sensitive, or precedent-setting Title IV complaints and servicing disputes.

• Analyzes complaint trends, borrower data, and systemic servicing patterns to identify program vulnerabilities and recommend enterprise-level improvements.

• Provides oversight of contractor activities and complaint resolution processes, including monitoring compliance, evaluating performance metrics, and directing corrective actions.

• Represents the Office of the Ombudsman in high-level engagements and supports litigation, oversight inquiries, or interagency coordination.