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Role Description

The Case Management Team Lead supports Department of Education, Federal Student Aid (FSA) Ombudsman by overseeing a team of Regulatory Case Analysts responsible for reviewing, analyzing, and resolving complex consumer financial and regulatory cases. This role provides day-to-day operational leadership, ensures adherence to quality and service level standards, and drives analyst performance within a structured, performance-based contract environment.

• Provide daily supervision and operational oversight of assigned Regulatory Case Analysts.
• Monitor individual and team caseloads to ensure productivity and service level requirements are consistently achieved.
• Review complex or escalated cases and provide authoritative guidance on regulatory interpretation and case resolution.
• Support analysts in the accurate application of federal statutes, regulations, and internal policies to case determinations.
• Ensure adherence to documentation standards and structured analytical writing expectations.
• Partner with Quality Assurance staff to address quality findings and implement corrective or preventive actions.
• Conduct regular performance check-ins and deliver constructive coaching and feedback.
• Identify performance trends, workflow inefficiencies, or training gaps and escalate issues as appropriate.
• Assist with onboarding, mentoring, and developing new analysts during training and ramp-up periods.
• Contribute to the development and refinement of internal processes, job aids, and procedural documentation.
• Submit Monthly Status Reports on a regular basis, as required.
• Complete required compliance training as assigned.
• Other duties as assigned.

Qualifications

• Bachelor's degree in Business, Public Administration, Legal Studies, Finance or related field.
• Minimum of 5 years of progressive professional experience in regulatory case management, quality assurance, compliance review, or a closely related analytical field in lieu of a degree.
• Experience managing productivity metrics and performance standards in deadline-driven environments.
• Hands-on experience working within a CRM or case management system (Salesforce preferred).

Requirements

• Comprehensive understanding of regulatory case management, adjudication, and consumer complaint resolution frameworks.
• Demonstrated expertise in interpreting and applying regulatory or policy guidance to complex factual scenarios.
• Proven leadership capability with experience supervising, mentoring, or developing professional staff.
• Advanced analytical writing proficiency and the ability to evaluate structured case determinations for accuracy and completeness.
• Capacity to identify operational risks and implement corrective actions proactively.
• Exceptional written and verbal communication skills across multiple stakeholder levels.
• Meticulous attention to detail and unwavering commitment to documentation integrity.
• Proficiency in Microsoft Office Suite applications.

Special Requirements

• Must be a U.S citizen.
• Must be able to obtain and maintain Public Trust level clearance.

Work Environment

Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.

Physical Demands

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.