Colby Jennings Email & Phone Number

Washington, Dc, Us

Washington Dc-Baltimore Area

- Formulating new program management standards and analytical approaches related to student loan borrowers and loan servicing.- Servicing as an advisor to senior staff on alternative means of meeting student loan program requirements, assessing life cycle costs and economic impacts.- Planning, conducting, and completing projects in identified program areas, provides advice and service throughout the agency.- Planning, directing, coordinating, and reviewing work of subordinates, sets priorities, and establishes schedules for work completion.

Washington, District Of Columbia, United States

Washington, District Of Columbia, United States

•Lead the Division responsible for the final review and approval of certain events that could release a customer from their financial obligation or introduce forced collections based on statutory and/or regularly requirements related to discharge, litigation, loan forgiveness, Treasury Offset, and Administrative Wage Garnishment.•Delegated responsibility and authority to plan, schedule and direct major projects concerned with the analysis and evaluation of programs and organizational effectiveness•Produce decision packages and staff studies that contain findings and recommendations of significance which serve as the basis for new administrative systems, legislation, regulations or programs•Identify and develop ways to resolve problems with issues that directly affect accomplishment of principal program goals and objectives

Washington D.C. Metro Area

• Support Senior Leadership in identifying and implementing best practices and techniques• Serving as a Subject Matter Expert (SME) for all things related to Call Center Operations for Servicer Oversight (Quality Assurance, Quality Control, Statistical Reporting and Analysis)• Managed oversight of Call Center Operations of Servicers for the Department of Education and subcontractors who provide telephone services to customers• Managed two sets of staff that complete different work products and complete reporting and analysis to Senior Leadership.o The Research and Customer Care Center fields questions and inquiries from borrowers, schools, financial aid officers, and many more to identify the reason for the call and provide accurate and timely resolution.o The Call Center Monitoring Staff reviews our 14 contracted loan Servicers to ensure that they are providing quality service to our customer’s. They review the calls for program requirements, professionalism, accuracy and overall basic counselling.• Established Quality Assurance/Control criteria for robust oversight monitoring of call centers, including new program review standards, updated database implementation which includes a variety of reporting solutions to use for reports and analysis at a high and/or detailed level.• Prepared, distributed and maintained monthly written reports that contain findings, analyses, evaluations of facts and recommendations related to call monitoring act ivies for each of the Department’s contractors.• Completed site visits to the Department’s contractors to review their policies and procedures as well as completed monitoring activities.• Reviewed audit requests that were received, related to Call Center Oversight, by the Department’s Office of Inspector General (OIG) and Government Accountability Office (GAO).o Provided thorough responses on all questions asked and statements made to ensure all offices understand the work to complete their review.

Washington D.C. Metro Area

• Provided technical assistance in the administration and management of projects to conduct Quality Control oversight activities• Supported the Executive Director in his duties by implementing best practices and techniques for the COO, Business Operations Officer and the Department• Conducted research for current processes and procedures and made recommendations for improvement in oversight of vendors• Reviewed delinquency and default letters sent by contractors for compliance with applicable laws and regulations before approval for sending to customers

Harrisburg, Pennsylvania Area

•Directly supported the Operations Manager and Administrative Manager in all administrative, operations and customer/client relations functions • Maintained and create upwards of 20 staff schedules to ensure service levels are being met• Managed a team of approximately 20 employees that handle delinquent student loan accountso Completed employee time and attendanceo Provided on-going mentoring, feedback and motivation to staff to ensure performance goals were met and/or exceededo Recommended and made decisions in personnel related matters such as performance reviews, disciplinary actions and terminations• Scheduled meetings for management/staff and prepare materials to be reviewed and presented • Acted as a main point of contact for escalated issues that need additional assistance o Built relationships with management/employees of multiple departments for timely resolution• Maintained and create complex spreadsheets for tracking of confidential and time-sensitive data • Facilitated new hire training for full-time and part-time employees• Reviewed processes, internal policies and procedures for accuracy, make updates and produce findings back to management• Initiated changes to ensure compliance and improve business processes through development and execution of special projects• Worked directly with Client Relations and Legal/Compliance to maintain tracking of delinquency letters that clients require to be sent to customers• Responsible for conciliation of delinquency letters to reduce costs by $2 million annually

Harrisburg, Pennsylvania Area

• Prepared communication to staff through Breaking News and Daily Informers to notify of procedural changes and updates• Updated policies and procedures for the Default Prevention Lead role for development of new staff• Assisted customers in escalated situations to provide timely solutions to their specific situations• Conducted quality assurance reviews to provide feedback as well as improve the department standards• Assisted in the mentoring of representatives to provide additional training for agents that needed improvement• Compiled, reviewed and sent observations of data to the Supervisors and Managers to review findings with their teams

Harrisburg, Pennsylvania Area

• Performed outbound and inbound collection calls to resolve delinquent student loan accounts and provide a high level of customer service• Participated in the peer mentor program to assist with the training and development of new hires• Completed special projects including testing of new programs to be released to the department and contacting international customers• Ranked 7 out of 113 in the department in two months out of training• Maintained a ranking of 2 out of 113 in payments for the department

Harrisburg, Pennsylvania Area

• Directly supported the President, CEO and staff with daily administrative tasks• Assisted with research and client projects to ensure client satisfaction• Prepared board rooms for client meetings and ensured adequate resources were available• Handled all incoming calls and directed them to the appropriate party and/or relay messages• Sorted all incoming mail to be delivered to management• Maintained all contact lists and organized client files• Monitored all records ensuring 100% accuracy exhibiting high level of detail• Performed other duties as tasked