Federal Student Aid Case Management Lead

Description

Job Title: Federal Student Aid Case Management Lead

Department: Operations – Services 

Reports To: RavenTek 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 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. The Case Management Team Lead monitors production throughput, coaches staff, manages escalations, and collaborates closely with Quality Assurance personnel to maintain contractual accuracy standards. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.

Requirements

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.
• Collaborate with Quality Assurance to ensure adherence to contractual accuracy standards and continuous improvement initiatives.
• 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.
• Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
• Submit Monthly Status Reports on a regular basis, as required. 
• Monitor RavenTek email on a regular basis, at least 3 times per week, and respond accordingly.
• 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.
• 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 manageme