Supervisory Complaint Resolution Specialist, GS-1101-13, FPL 13 (DE)

Minimum Qualification Requirements You may meet the minimum qualifications for the GS-13, if you possess the specialized experience. Specialized Experience for the GS-13 One year of experience in either federal or non-federal service that is equivalent to at least a GS-12 performing two (2) out of three (3) following duties or work assignments: Experience supervising or leading professional staff responsible for resolving borrower complaints within a regulated financial aid, lending, compliance, or customer resolution environment, including assigning workload, providing technical guidance, and ensuring timely and accurate case resolution. Experience applying complex statutes, regulations, or program policies to resolve disputes or operational issues within federal student aid programs, higher education administration, financial services, loan servicing, or similar regulated program environments. Experience analyzing complaint cases, operational data, or servicing records to determine appropriate resolutions, identify systemic issues, and recommend operational or policy improvements affecting program delivery or customer experience. Knowledge, Skills, and Abilities (KSAs) The quality of your experience will be measured by the extent to which you possess the following knowledge, skills and abilities (KSAs). You do not need to provide separate narrative responses to these KSAs, as they will be measured by your responses to the occupational questionnaire (you may preview the occupational questionnaire by clicking the link at the end of the Evaluations section of this vacancy announcement). Ability to supervise professional staff and manage operational workloads in a fast-paced case management environment while ensuring regulatory compliance and performance accountability. Knowledge of Title IV statutes, regulations, and federal student aid program operations sufficient to oversee complex complaint resolution determinations. Skill in developing operational procedures, training materials, and written guidance related to complaint resolution and regulatory interpretation. Skill in analyzing complaint data and operational metrics to identify trends, systemic risks, and opportunities for program or process improvement. Ability to communicate complex regulatory findings and operational determinations to senior leadership and external stakeholders.

Minimum Qualification Requirements You may meet the minimum qualifications for the GS-13, if you possess the specialized experience. Specialized Experience for the GS-13 One year of experience in either federal or non-federal service that is equivalent to at least a GS-12 performing two (2) out of three (3) following duties or work assignments: Experience supervising or leading professional staff responsible for resolving borrower complaints within a regulated financial aid, lending, compliance, or customer resolution environment, including assigning workload, providing technical guidance, and ensuring timely and accurate case resolution. Experience applying complex statutes, regulations, or program policies to resolve disputes or operational issues within federal student aid programs, higher education administration, financial services, loan servicing, or similar regulated program environments. Experience analyzing complaint cases, operational data, or servicing records to determine appropriate resolutions, identify systemic issues, and recommend operational or policy improvements affecting program delivery or customer experience. Knowledge, Skills, and Abilities (KSAs) The quality of your experience will be measured by the extent to which you possess the following knowledge, skills and abilities (KSAs). You do not need to provide separate narrative responses to these KSAs, as they will be measured by your responses to the occupational questionnaire (you may preview the occupational questionnaire by clicking the link at the end of the Evaluations section of this vacancy announcement). Ability to supervise professional staff and manage operational workloads in a fast-paced case management environment while ensuring regulatory compliance and performance accountability. Knowledge of Title IV statutes, regulations, and federal student aid program operations sufficient to oversee complex complaint resolution determinations. Skill in developing operational procedures, training materials, and written guidance related to complaint resolution and regulatory interpretation. Skill in analyzing complaint data and operational metrics to identify trends, systemic risks, and opportunities for program or process improvement. Ability to communicate complex regulatory findings and operational determinations to senior leadership and external stakeholders.

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