Central Research

Role Description Central Research, Inc. (CRI) is hiring Customer Support Specialists to perform contact center support for our federal contract servicing federal student loans. Customer Support Specialists earn $17.20 per hour. In addition, the employee will earn $5.09 per hour paid (capped at 40 hours per week) in Health and Welfare. If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental, and vision premiums. These positions are currently remote (work from home). To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility in Lowell, AR or Hendersonville, TN. The reason for this is the employee is expected to: - Pick up their equipment and PIV card/credentials. - Come into the facility whenever the equipment must be repaired or replaced. - Return their equipment to the facility at the end of their employment. New hires will be trained to understand federal regulations and company policies and the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry. Employees must be fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks. The hours of training are 8am - 5pm (Central Time), Monday – Friday. After training has been completed, new hires will be assigned a 40-hour scheduled shift during operational hours. Applicants should understand that by submitting their application, they agree to be available for an assigned shift during any of the times below, or at the discretion of CRI, and that the employee may not be able to select their preferred schedule. Contact Center hours of operation: - Monday through Friday: 7am – 4pm Central Time - Monday through Friday: 8am – 5pm Central Time Essential Duties & Responsibilities - Review customer applications for various student loan programs for completion and accuracy. - Handle processing, reporting, and correspondence requests regarding student loans and perform appropriate account updates/changes. - Adhere to applicable client requirements, policies, and Federal and State regulations. - Complete tasks in a highly productive data entry/processing environment while meeting quality assurance and key performance and department procedure expectations. - Utilize internal and external systems to complete requests received from sources including but not limited to correspondence/documents, internal reports, and file transmissions received from education servicing institutions and credit reporting agencies. - Properly service borrower accounts through the processing and completion of internal requests via IDQ (intra-department queues) and e-mail requests from internal departments and Customer Service Representatives. - Ensure the highest levels of privacy and security to protect our customers and business partners while providing exceptional customer service. - Assist with borrower program concerns, client requests, operational requests, account adjustment needs, or other compliance concerns. - Report any compliance issues to leadership. - Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations. - Demonstrate reliability through attendance and promptness. Qualifications - High School diploma required. - 12 months experience in administrative support. - 12 months computer experience in a business environment. - Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements - Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due). - Must be a US Citizen. - Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance. - Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance. - Qualified applicants must reside within a 75-mile radius of Hendersonville, TN or Lowell, AR. - Current CRI employees or employees of subcontractors are not eligible to apply. Preferred Education and Experience - Bachelor's degree. - 12 months of experience working on a student loan contract. - 12 months of experience working in a Call Center. - 12 months of experience with Microsoft Office (Outlook, Word, Excel, and OneNote). - Experience reviewing contracts and application documents for completion and accuracy. Knowledge, Skills & Abilities - Work independently in a remote environment. - Excellent communication skills, both written and verbal. - Outstanding attendance and punctuality. - Detail-oriented and capable of multitasking with excellent time management. - Ability to work effectively both independently and as part of a team. - Proficiency in using customer support software and Microsoft Office Suite. - Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers). - Reliable high-speed internet via a hard-wired ethernet connection. - Access to reliable transportation throughout the tenure of your employment to our location in Hendersonville, TN or Lowell, AR to complete the onboarding and security processes, in case of internet or power failure, or additional professional situations not listed. - Ability to adjust quickly to changing business needs. - To qualify, an applicant must pass an online customer service assessment test. - Must possess reliable high-speed internet using a hard-wired ethernet connection. - Must possess reliable transportation to the CRI facility in Hendersonville, TN or Lowell, AR throughout the course of employment. Equal Opportunity Employer Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster can be found here . NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company. We are currently unable to consider applicants residing in California, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding.

Role Description Central Research is seeking a detail-oriented and organized Compliance Audit Supervisor to join our team. This key role manages and oversees the audit coordination process and is responsible for leading the audit coordination team and identifying, planning, conducting, managing, executing, and tracking internal and external audit activities. The Compliance Audit Supervisor will oversee all phases of the audit lifecycle, including planning and logistics, data collection, interdepartmental communication, and audit documentation. This position plays a critical role in ensuring compliance with contractual obligations as well as federal, state, and local regulations. The ideal candidate will conduct audit-related activities and lead a team of Compliance Support Specialists dedicated to audit execution and coordination, acting as a liaison between internal departments and external auditors, assisting in enhancing operational efficiency, mitigating risk, and supporting the delivery of high-quality customer experiences. Qualifications - High School Diploma - Minimum of 2 years of experience supporting or managing audits on a student loan servicing contract - Minimum of 1-year supervisory experience - U.S. Citizenship required (per contract requirements) - Ability to obtain and maintain a 5C Suitability clearance Requirements - Leadership and team management - Knowledge of regulations and audit processes - Strong communication and problem-solving skills - Working knowledge of applicable regulations, including TCPA, SCRA, FCRA, and Consumer Financial Protection Bureau (CFPB) guidelines - Strong attention to detail with the ability to manage multiple priorities simultaneously - Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) - Ability to develop and deliver presentations to various levels of management - Effective facilitation and organizational skills - Ability to communicate effectively across all levels of the organization - Adaptability and flexibility in a fast-paced, evolving environment - Fluent in reading, writing, and speaking English Benefits - Equal Opportunity Employer, including veterans and individuals with disabilities. - Know Your Rights Poster can be found here .

Role Description Central Research, Inc. (CRI) is hiring Customer Support Specialists to perform contact center support for our federal contract servicing federal student loans. - Customer Support Specialists earn $17.20 per hour. - Employees will earn $4.93 per hour paid (capped at 40 hours per week) in Health and Welfare. - If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental, and vision premiums. Work Location: - These positions are currently remote (work from home). - Applicants must live within a 75-mile radius of a Central Research deployment facility in Lowell, AR or Hendersonville, TN. - Employees are expected to pick up their equipment and PIV card/credentials and come into the facility whenever the equipment must be repaired or replaced. - Employees must return their equipment to the facility at the end of their employment. Training: - New hires will be trained to understand federal regulations and company policies. - Training includes the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry. - Employees must be fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks. - The hours of training are 8am - 5pm (Central Time), Monday – Friday. - After training, new hires will be assigned a 40-hour scheduled shift during operational hours. - Applicants should understand that by submitting their application, they agree to be available for an assigned shift during any of the times below, or at the discretion of CRI. Contact Center hours of operation: - Monday through Friday: 7am – 4pm Central Time - Monday through Friday: 8am – 5pm Central Time Qualifications - High School diploma required. - 12 months experience in administrative support. - 12 months computer experience in a business environment. - Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements - Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due). - Must be a US Citizen. - Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance. - Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance. - Qualified applicants must reside within a 75-mile radius of Hendersonville, TN or Lowell, AR. - Current CRI employees or employees of subcontractor not eligible to apply. Preferred Education and Experience - Bachelor's degree. - 12 months of experience working on a student loan contract. - 12 months of experience working in a Call Center. - 12 months of experience with Microsoft Office (Outlook, Word, Excel, and OneNote). - Experience reviewing contracts and application documents for completion and accuracy. Knowledge, Skills & Abilities - Work independently in a remote environment. - Excellent communication skills, both written and verbal. - Outstanding attendance and punctuality. - Detail-oriented and capable of multitasking with excellent time management. - Ability to work effectively both independently and as part of a team. - Proficiency in using customer support software and Microsoft Office Suite. - Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers). - Reliable high-speed internet via a hard-wired ethernet connection. - Access to reliable transportation throughout the tenure of your employment to our location in Hendersonville, TN or Lowell, AR. - Ability to adjust quickly to changing business needs. - To qualify, an applicant must pass an online customer service assessment test. Equal Opportunity Employer Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster can be found here . NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company. We are currently unable to consider applicants residing in California, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding.

Role Description Central Research is actively seeking an Account Adjustment Specialist to support our Federal Government contract in Hendersonville, TN. The Account Adjustment Specialist will: - Review student loan balances and conduct account adjustments. - Perform reconciliations and process payments. - Ensure the customer’s loan balance is accurate. - Provide tax reporting and monthly billing statements. - Verify program eligibility and support all student loan servicing programs. - Deliver superior quality customer service and meet quality assurance requirements. - Adhere to all state and federal regulations. Qualifications - High School diploma required. - 12 months experience in administrative support in the accounting, banking, lending, or student loan industry. - 12 months computer experience in a business environment. - Understanding of the basic principles of accounting. Requirements - Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). - Must NOT be in default on any Federal Student Loans or defaulted loans guaranteed by the federal government. - Must be a US Citizen. - Felonies or misdemeanors within the last 7 years could affect security clearance. - Applicants with non-medical Collections exceeding $7,500 could also affect security clearance. - Qualified applicants must reside within a 75-mile radius of Hendersonville, TN. - Current CRI employees not eligible to apply at this time. Benefits - Account Adjustment Specialists earn $18.50 per hour. - Employees earn $4.93 per hour paid (capped at 40 hours per week) in Health and Welfare. - Health and Welfare covers the full cost of employee-only medical, dental, and vision premiums for a 40-hour week. Training New hires will be trained to understand federal regulations and company policies, including: - Use of customer relationship tools for personalized interaction. - Remote paid training curriculum lasting up to 5-6 weeks. - Training hours: 8am to 5pm (Central Time), Monday through Friday. - Post-training, new hires will be assigned a 40-hour scheduled shift during operational hours. Contact Center hours of operation: - Monday through Friday: 7am – 4pm Central Time - Monday through Friday: 8am – 5pm Central Time Essential Responsibilities & Job Duties - Record transactions and adjustments by posting, monitoring, and verifying data and computerized records. - Audit and review loan balance data, make account adjustments, process reconciliations, and payments. - Conduct a variety of student loan balance reconciliations. - Assist with processing Direct Loan Consolidations. - Adhere to applicable policies and Federal and State regulations. - Provide reporting on multiple program requirements. - Access and gather data from multiple databases. - Process on and off boarding of student loan transfers. - Proper servicing of borrower accounts through internal requests and email requests. - Ensure the highest levels of privacy and security while providing exceptional customer service. - Assist with borrower program concerns, operational requests, account adjustment needs, or compliance concerns. - Obtain production and compliance goals. - Report any compliance issues to leadership. - Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations. - Demonstrate reliability through attendance and promptness. Preferred Requirements (Education and Experience) - Bachelor's degree in accounting, Finance, or Business. - 12 months of experience working on a student loan contract. - 12 months of experience working in a Call Center. - 12 months of experience with Microsoft Office (Outlook, Word, Excel, and OneNote). - Experience reviewing contracts and application documents for completion and accuracy. - 12 months of working in payment processing or performing accounting functions. Minimum Requirements (Knowledge, Skills & Abilities) - Work independently in a remote environment. - Excellent communication skills, both written and verbal. - Outstanding attendance and punctuality. - Detail-oriented and capable of multitasking with excellent time management. - Ability to work effectively both independently and as part of a team. - Proficiency in using customer support software and Microsoft Office Suite. - Strong computer skills (basic troubleshooting, fast and accurate typing, and using web browsers). - Ability to adjust quickly to changing business needs. - Must possess reliable high-speed internet using a hard-wired ethernet connection. - Must possess reliable transportation to a CRI facility throughout the course of employment. - Must pass an online customer service assessment test. Equal Opportunity Employer Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster can be found here . NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company. We are currently unable to consider applicants residing in California, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding.

Role Description Central Research is actively seeking a Training and Content Development Specialist to support our Federal Government contract. The Training and Content Development Specialist supports the Federal Perkins Loan Servicing contract by designing, delivering, and maintaining high-quality training programs and instructional materials that ensure accurate, compliant, and consistent servicing operations. This role is responsible for developing clear, FSA-aligned content including training guides, SOPs, job aids, and reference materials and facilitating effective training for new and existing staff in a regulated, compliance-driven environment. The specialist collaborates with training leadership, subject matter experts, operations, and quality assurance teams to incorporate federal regulatory updates, system changes, and procedural enhancements into training content and delivery. By evaluating training effectiveness, identifying performance or compliance gaps, and continuously improving instructional programs, the Training and Content Development Specialist plays a critical role in supporting operational excellence, audit readiness, and superior service outcomes. Qualifications - US Citizenship required per the contract. - 3 years of experience in content development, instructional design, technical writing, or training facilitation. - Experience developing instructional materials such as training guides, SOPs, job aids, user manuals, or compliance documentation. - Experience working in a regulated or compliance-driven environment with adherence to documented procedures and quality standards. - Experience delivering training in a virtual or classroom-based setting to diverse audiences. - Ability to obtain and maintain a Federal Public Trust (6c) security clearance. Requirements - Not in default on federal student loans. - Demonstrated financial responsibility. - No felony convictions within the past 7 years. - Misdemeanor convictions within the past 7 years may impact eligibility. - No non-medical collections totaling $7,500 or more. Preferred Requirements - Bachelor’s degree in Instructional Design, Education, Adult Learning, or a closely related discipline. - 3+ years of experience supporting federally regulated programs, financial services, or student loan servicing environments. - Direct experience with Federal Student Aid (FSA) programs, including Perkins Loan Servicing or similar federal loan portfolios. - Experience partnering with Quality Assurance, Operations, and Subject Matter Experts to address training gaps and compliance risks. - Experience evaluating training effectiveness using QA results, performance metrics, surveys, or assessments. - Familiarity with audit readiness, compliance documentation, and federal reporting requirements. - Prior experience supporting government contracts or federal servicing environments. Minimum Requirements (Knowledge, Skills & Abilities) - Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau, its related regulations and the state laws and regulations. - Strong understanding of FSA-governed loan servicing regulations and federally mandated requirements. - Excellent writing, editing, and proofreading skills with the ability to simplify complex regulatory information. - Ability to read, write, and speak fluent English. - Strong facilitation, presentation, and interpersonal skills for a virtual classroom setting. - Advanced proficiency in PowerPoint and strong intermediate skills in Word and Excel. - Ability to manage group dynamics, adapt to diverse learning styles, and provide effective coaching. - Exceptional organization, attention to detail, and accuracy in both training and content development. - Detailed oriented and ability to multi-task. - Demonstrated ability to communicate effectively within all levels of the organization. - Ability to adjust quickly to changing business needs. Other Information NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company. We are currently unable to consider applicants residing in California, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding. Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster can be found here .