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

Full Job Description

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.

Minimum Qualification Requirements You may meet the minimum qualifications for the GS-13, if you possess the specialized experience.

Specialized Experience for the GS-13 One 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. Major 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.