Summary This position is located in the Department of Education, Federal Student Aid, Ombudsman (Office of the Ombudsman). FSA is a Principal Office of the United States Department of Education responsible for awarding billions of dollars in federal student aid funds. Responsibilities APPLICATION LIMIT: This vacancy announcement is limited to the first 75 applications received and will close at 11:59PM Eastern Time on the day that we receive the 75th application, or at 11:59PM Eastern Time on the listed closing date, whichever occurs first. We encourage you to read this entire vacancy announcement prior to submitting your application. As a MANAGEMENT AND PROGRAM ANALYST (COMPLAINT RESOLUTION), GS-0343-14, you will be responsible for: - Assists in leading day-to-day complaint resolution operations, including assigning work, setting priorities, reviewing determinations, and ensuring quality and regulatory consistency across the team. - Oversees resolution of highly complex, sensitive, or precedent-setting Title IV complaints and servicing disputes. - Analyzes complaint trends, borrower data, and systemic servicing patterns to identify program vulnerabilities and recommend enterprise-level improvements. - Provides oversight of contractor activities and complaint resolution processes, including monitoring compliance, evaluating performance metrics, and directing corrective actions. - Represents the Office of the Ombudsman in high-level engagements and supports litigation, oversight inquiries, or interagency coordination. Requirements Conditions of Employment You must be a United States citizen to apply. You may be subject to serve a one-year probation period. Males 18 and over must be registered with the Selective Service. Must complete a Background Investigation and Fingerprint check. Conditions of Employment: As a condition of employment for accepting this position, you may be required to serve a probationary period or trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: - your performance and conduct; - the needs and interests of the agency; - whether your continued employment would advance organizational goals of the agency or the Government; and - whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. You must meet all qualification requirements within 30 days of the closing date of this vacancy announcement. If you are a current federal employee, you must meet all time-in-grade and time-after competitive appointment qualifications within 30 days of the closing date of this vacancy announcement. To verify that you meet these requirements, we will review your responses to the core eligibility questions on the occupational questionnaire, as well as your submitted resume and required documents. To make an accurate determination, you will need to include on your resume your federal position title, pay plan, occupational series, grade level, agency, dates for which you held the grade level (stated as MM/YYYY to MM/YYYY, OR MM/YYYY to PRESENT), and total hours worked per week. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Qualifications Minimum Qualification Requirements You may meet the minimum qualifications for the GS-14, if you possess the specialize experience: Specialized Experience for the GS-14 One year of experience in either federal or non-federal service that is equivalent to at least a GS-13 performing two (2) out of three (3) of the following duties or work assignments: 1. Experience resolving Title IV complaints, servicing disputes and borrower entitlement determinations and issues effectively. 2. Experience assisting with complaint resolution processes or contractor activities related to federal student aid/ Title IV programs. 3. Experience reviewing complaint trends, borrower data, institutional patters or servicing patterns to identify systemic issues. 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). 1. Skill in directing and coordinating complaint resolution operations, including assigning work, prioritizing workload, reviewing determinations for quality and regulatory consistency, and guiding staff to ensure defensible and consistent application of Title IV requirements, and ensure defensible and consistent application of regulatory standards across the team. 2. Ability to exercise independent judgment in resolving controversial or precedent-setting Title IV complaints, making authoritative determinations and guiding staff through complex regulatory scenarios. 3. Skill in analyzing complaint trends and borrower data to identify systemic risks, evaluate program performance, and develop recommendations for operational or policy improvements. 4. Knowledge of contractor oversight principles, performance measurement frameworks, and regulatory compliance requirements applicable to federal student aid servicing operations. 5. Ability to represent the organization in high-visibility engagements and effectively communicate complex regulatory analyses and program determinations to senior leadership, oversight bodies, legal representatives, and external stakeholders. Education Education cannot be substituted for experience for this position and grade level. Additional Information Veterans' Career Counseling: If you are a veteran interested in receiving tips on preparing a Federal resume and/or how to prepare for an interview, you may email careers@ed.gov to schedule a session with a career counselor ("Veterans Counseling Session" should be placed in the subject line of the email). Student Loan Default: If selected for this position, we will verify that you have not defaulted on any loan funded or guaranteed by the U.S. Department of Education. If you are found to be in default, we will contact you to make arrangements for repayment prior to making an official offer of employment. Suitability and Investigation: If selected for this position, you will be required to complete the Declaration for Federal Employment (OF-306) to determine your suitability for federal employment and successfully complete a pre-appointment investigation/background check. Essential/Non-Essential: This position is considered non-essential for purposes of reporting to work during federal government closures. Financial Disclosure: This position does not require financial disclosure. Bargaining Unit: This position is included in the bargaining unit (American Federation of Government Employees (AFGE) Local 252). Selections: Agencies have broad authority under law to hire from any appropriate source of eligibles and may fill a vacancy in the competitive service by any method authorized. We may make additional selections from this vacancy announcement within 90 days from the date the selection certificates are issued, should vacancies occur. We may also share selection certificates amongst program offices across the agency.
