Kaiva Tech
Washington, Washington DC
Job DescriptionJob Description Kaiva Tech, LLC is seeking a Federal Student Aid Case Management Lead Reports To: Program Manager Location: Remote Schedule: Monday - Friday Hours: Full-time, 40-hours/week FLSA Status: Hourly, Nonexempt Clearance: Public Trust Position Summary: The Federal Student Aid Case Management 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. The Federal Student Aid Case Management Lead monitors production throughput, coaches staff, manages escalations, and collaborates closely with Quality Assurance personnel to maintain contractual accuracy standards. 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. 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. 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 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. 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 managing productivity metrics and performance standards in deadline-driven environments. Hands-on experience working within a CRM or case management system (Salesforce preferred). Certifications, Licenses: N/A 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.
Job DescriptionJob Description Kaiva Tech, LLC is seeking a Federal Student Aid Case Management Lead Reports To: Program Manager Location: Remote Schedule: Monday - Friday Hours: Full-time, 40-hours/week FLSA Status: Hourly, Nonexempt Clearance: Public Trust Position Summary: The Federal Student Aid Case Management 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. The Federal Student Aid Case Management Lead monitors production throughput, coaches staff, manages escalations, and collaborates closely with Quality Assurance personnel to maintain contractual accuracy standards. 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. 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. 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 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. 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 managing productivity metrics and performance standards in deadline-driven environments. Hands-on experience working within a CRM or case management system (Salesforce preferred). Certifications, Licenses: N/A 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.
Kaiva Tech
Washington, Washington DC
Job DescriptionJob Description Kaiva Tech, LLC is seeking a Federal Student Aid Case Management Program Manager Reports To: Kaiva Program Manager Location: Remote Schedule: Monday - Friday Hours: Full-time, 40-hours/week FLSA Status: Hourly, Nonexempt Clearance: Public Trust (Secret Preferred) Position Summary: The Federal Student Aid Case Management Program Manager provides overall leadership, management, and operational oversight for the Department of Education Federal Student Aid (FSA) Ombudsman case management support program. This role is responsible for ensuring the effective and compliant adjudication of complex regulatory and consumer financial cases related to Title IV federal student aid programs. The Federal Student Aid Case Management Program Manager directs day-to-day program execution and ensures contractor performance aligns with contractual requirements, federal regulations, and established quality standards. This position oversees case management operations, reporting, quality assurance processes, workforce performance, and stakeholder communication to ensure timely, accurate, and well-documented case resolution outcomes. Working closely with government stakeholders, including the Contracting Officer's Representative (COR), the Program Manager ensures program deliverables, performance metrics, and service level objectives are consistently achieved within a performance-based contract environment. Essential Duties and Responsibilities: Provide overall program management and operational oversight for the case management support program. Lead and supervise a team of regulatory case analysts and support personnel. Ensure cases are reviewed and resolved in accordance with federal statutes, regulations, and program guidance including Title IV. Monitor program performance metrics including case throughput, timeliness, accuracy, and quality assurance outcomes. Implement and manage quality assurance and quality control processes. Oversee case workflow management, resource allocation, and workload distribution. Develop and deliver program reporting including performance metrics and case status summaries. Maintain communication with the Contracting Officer's Representative (COR) and stakeholders. Lead internal meetings, case calibration sessions, and training initiatives. Ensure proper documentation within case management or CRM systems. Coordinate onboarding, training, and professional development of staff. Identify operational risks and implement continuous improvement initiatives. Ensure compliance with contractual, security, and reporting requirements. Other duties as assigned. Knowledge and Critical Skills: Understanding of regulatory case management and compliance review processes. Experience leading teams responsible for case analysis or adjudication. Strong organizational and leadership skills. Ability to interpret and apply federal statutes and regulations. Strong written and verbal communication skills. Experience implementing quality assurance processes. Ability to analyze operational performance data. Proficiency with Microsoft Office Suite and CRM systems (Salesforce preferred). Education & Work Experience: Bachelor's degree in Business Administration, Public Administration, Legal Studies, Finance, or a related field Minimum of 8 years of progressive professional experience in program management, regulatory case management, compliance operations, or a related analytical field. Minimum of 3 years managing teams or operational programs supporting federal agencies. Experience managing performance-based service delivery environments preferred. Experience with CRM or case management platforms (Salesforce preferred). Certifications, Licenses: Project Management Professional (PMP) or equivalent certification preferred. 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.
Job DescriptionJob Description Kaiva Tech, LLC is seeking a Federal Student Aid Case Management Program Manager Reports To: Kaiva Program Manager Location: Remote Schedule: Monday - Friday Hours: Full-time, 40-hours/week FLSA Status: Hourly, Nonexempt Clearance: Public Trust (Secret Preferred) Position Summary: The Federal Student Aid Case Management Program Manager provides overall leadership, management, and operational oversight for the Department of Education Federal Student Aid (FSA) Ombudsman case management support program. This role is responsible for ensuring the effective and compliant adjudication of complex regulatory and consumer financial cases related to Title IV federal student aid programs. The Federal Student Aid Case Management Program Manager directs day-to-day program execution and ensures contractor performance aligns with contractual requirements, federal regulations, and established quality standards. This position oversees case management operations, reporting, quality assurance processes, workforce performance, and stakeholder communication to ensure timely, accurate, and well-documented case resolution outcomes. Working closely with government stakeholders, including the Contracting Officer's Representative (COR), the Program Manager ensures program deliverables, performance metrics, and service level objectives are consistently achieved within a performance-based contract environment. Essential Duties and Responsibilities: Provide overall program management and operational oversight for the case management support program. Lead and supervise a team of regulatory case analysts and support personnel. Ensure cases are reviewed and resolved in accordance with federal statutes, regulations, and program guidance including Title IV. Monitor program performance metrics including case throughput, timeliness, accuracy, and quality assurance outcomes. Implement and manage quality assurance and quality control processes. Oversee case workflow management, resource allocation, and workload distribution. Develop and deliver program reporting including performance metrics and case status summaries. Maintain communication with the Contracting Officer's Representative (COR) and stakeholders. Lead internal meetings, case calibration sessions, and training initiatives. Ensure proper documentation within case management or CRM systems. Coordinate onboarding, training, and professional development of staff. Identify operational risks and implement continuous improvement initiatives. Ensure compliance with contractual, security, and reporting requirements. Other duties as assigned. Knowledge and Critical Skills: Understanding of regulatory case management and compliance review processes. Experience leading teams responsible for case analysis or adjudication. Strong organizational and leadership skills. Ability to interpret and apply federal statutes and regulations. Strong written and verbal communication skills. Experience implementing quality assurance processes. Ability to analyze operational performance data. Proficiency with Microsoft Office Suite and CRM systems (Salesforce preferred). Education & Work Experience: Bachelor's degree in Business Administration, Public Administration, Legal Studies, Finance, or a related field Minimum of 8 years of progressive professional experience in program management, regulatory case management, compliance operations, or a related analytical field. Minimum of 3 years managing teams or operational programs supporting federal agencies. Experience managing performance-based service delivery environments preferred. Experience with CRM or case management platforms (Salesforce preferred). Certifications, Licenses: Project Management Professional (PMP) or equivalent certification preferred. 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.