Federal Student Aid Case Management Lead

Position Summary

The Federal Student Aid Case Management Lead supports the 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.

Essential Duties and Responsibilities

• 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.
• Monitor production throughput and ensure alignment with contractual performance metrics and service level agreements.
• Manage case escalations, ensuring timely resolution and appropriate regulatory handling.
• Review complex and escalated cases and provide authoritative guidance on regulatory interpretation, adjudication, and 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 required reports, timesheets, and maintain compliance with training and communication standards.

Knowledge and Critical Skills

• 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.
• 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.
• Familiarity with Federal Student Aid (FSA) programs, Title IV regulations, or Ombudsman case resolution processes.
• Proficiency in Microsoft Office Suite applications.

Education & Work Experience

• 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 working in performance-based or service-level-driven federal contracts.
• Experience managing productivity metrics and performance standards in deadline-driven environments.
• Hands-on experience working within a CRM or case management system (Salesforce preferred).

Special Requirements

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

Work Environment & Physical Demands

Employee will primarily work remotely in a professional home office environment. The role requires sitting at a workstation for extended periods, using standard computer equipment, and effective verbal and written communication. Must be able to lift/move up to 20 pounds.

EEO/AA

RavenTek is an equal access/equal opportunity/affirmative action employer. We do not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status.