Client Support Analyst

PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.

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Salary: Grade 13, Commensurate with experience starting at $46,869.00

Shift: Monday through Friday 8:00 AM - 5:00 PM - Hybrid 2 days a week onsite

Location: PHEAA Headquarters 1200 North 7th Street, Harrisburg, PA 17102

Department: Client Relations

JOB PURPOSE AND SUMMARY

This position performs quarterly LaRS submission and provides business support to Client Relations to ensure efficient day-to-day processes.  This role will support Client Relations with complex accounts, processing, technical, and data-related questions or issues.  This position performs at a moderate level of complexity with a high level of proficiency under general supervision. 

PRIMARY DUTIES AND RESPONSIBILITIES

Client Support

Preparation and setup of client financial reports, major deliverables, and other materials including Asset Management Reporting (AMR) and Management Reporting (MR) files including for third-party clients and as needed, transmission of files to clients.

Verify ending / beginning balance on AMR are same and research where there are differences.

Research and respond to client questions related to data reported in AMR and MR files and escalate issues when necessary.

Respond to various client questions on student loan portfolio including audit confirmations.

Provide training to clients and internal staff, when required, on AMR.

Provide support to remote clients as needed on End of Month processes.

Support audit inquiries related to LaRS and end of month AMR reporting.

Support client testing, as required, for reporting.

Assist with remediation projects as needed.

Collaborate with client relations management and business unit(s) on escalated issues to ensure proper and timely resolution. 

Assist the Client Relationship and Business Support Manager with management of third-party clients, including responding to client inquires.

Provide knowledgeable support to include a range of systems, processes, and support products that best meet the customer/business needs.

Submission of Data Transmission Requests and researching transmission issues as needed.

Provides standard adhoc reporting support as business needs dictate.

Provide support and back up as needed to the Client Support Analyst (i.e. Automated Loan Sales).

LaRS Reporting

Perform accurate and timely filing of the quarterly LaRS Report for servicing clients.

Responsible for the timely transmission of LaRS reporting for remote clients.

Complete specialized adjustments to the LaRS process as needed.

Monitor LaRS idem records to ensure the COMPASS system creates correct reporting.

Run system detail for LaRS reporting for internal departments, external auditors, and commercial servicing clients. 

Analyze LaRS error reports generated for quality assurance to determine if discrepancies exist and identify where errors are generated. 

Provide technical support to effectively resolve internal and client issues relating to the LaRS process.

Perform testing and research for system changes to LaRS reports.

Provide support and assistance to internal departments regarding financial and operational audits relating to LaRS reporting.

Create and maintain required documentation.

Production Support

Support client relationship manager by investigating and providing recommendations for repetitive errors across multiple accounts, schools, and/or systems/tasks/interface, based on day-to-day activity.

Serve as liaison between clients, Remote clients, business units, and management staff.

Work with management with recurring processing problems and issues identified.

Primary LaRS/EOM advocate for all COMPASS Commercial Servicing issues and submit system change requests and gather requirements as needed.

Support outstanding system change requests; monitor progress and communicate to management; and test change requests to ensure any impacts to the business unit are identified and corrected prior to production.

Support documentation of department’s procedures and testing of controls including working with other departments as required.

Participate in discussions pertaining to process improvements and operational issues.

OTHER DUTIES AND RESPONSIBILITES

Maintain knowledge of all applicable laws and regulations.

Comply with the Agency’s enterprise security and privacy policies and departmental procedures.

Provide recommendations for improving the work team or department's performance, efficiency or workflow.

Other duties as assigned.

Required Skills

Bachelor's degree and at least two years with progressively complex customer focused work in a Student Loan environment or any equivalent combination of experience, training, and/or certification(s).

Strong communication skills; both written and verbal.

Proven attentive listening skills.

Demonstrated analytical skills

Effective time management organization and prioritizing ability.

Balanced interpersonal skills – good established networks, at the same time delivering information in a timely manner.

Solid in Microsoft Office, particularly Excel.

Knowledge of SQL to run basic queries in AQT or SAS.

Familiarity with SAFe and/or other Agile Software Development methodologies and tools.

Preferred Qualifications: Basic accounting knowledge.

ESSENTIAL DUTIES AND RESPONSIBLITIES

PHYSICAL DEMANDS AND WORK ENVIORNMENT

Perform work required for this position in an office environment and/or via remote or hybrid arrangement.

Remain sedentary for significant periods of time.     

Must be able to use a personal computer.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITY

Ability to understand the perspective of the customer and offer workable solutions or temporary workarounds.

Strong troubleshooting and problem-solving skills.

Ability to field and respond to calls, emails and written correspondence of an escalated nature. 

Ability to promote and support a consistent, professional, customer focus.

Ability to exercise judgment and discretion in applying and interpreting regulations, guidelines and procedures.

Ability to prioritize assignments and work independently under limited supervision.

Ability to work effectively in a team environment.

Strong sense of initiative.

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.

Required Experience

Bachelor's degree and at least two years with progressively complex customer focused work in a Student Loan environment or any equivalent combination of experience, training, and/or certification(s).