Jeffrey Mowery

The Quality and Policy Analysis department (QPA) provides support and guidance to the Loan Operations departments through various quality functions (such as phone/processing QA and reviews of departmental processes/functions), information resources (including procedural updates and the Information Center), liability reviews (to prevent future liability), compliance support (such as FFELP processing help desk support, development of new procedures, ensuring processes adhere to program guidelines/federal regulations), training functions (including new hire and cross-training classes), and system access/PMAC functions. This department works closely with the business units and Compliance, and provides suggestions on recommended efficiencies or methods to streamline functions as appropriate.

• Evaluating the quality and consistency in the service to our customers
• Promoting a high level of service to improve customer satisfaction
• Assessing the accuracy and quality of account adjustments
• Mentoring staff by providing quality feedback
• Ensuring the adherence of our processes to program guidelines and federal regulations
• Disseminating the business policies to the Loan Operations staff through clear, concise, and engaging delivery
• Providing accessibility to servicing information
• Reviewing claim rejects for the purpose of preventing future liability through the refinement and development of business policies
• Interpreting federal regulations for the development of business policies
• Identifying, implementing, and/or administering new procedures or efficiencies

• Assist borrowers and staff by providing explanations of their student loan accounts and options to bring them into good standing.
• Posses/maintain a working knowledge of AES/PHEAA’s system and procedures, appropriate Federal regulations, client contracts and expertise in the business.
• Effectively counsel borrowers on debt management skills and techniques in order to prevent future delinquencies and to satisfactorily resolve delinquency within 15 days.
• Mentor and develop team representatives through reinforced training on various processes and procedures.
• Conduct monitoring sessions of team representatives calls for quality assurance and provides feedback as directed by the team supervisor.

General Description:

Responsible for receiving and distributing work and for monitoring workflow and staff. Serves as a point of contact for resolving operational and technical issues. Serves as an assistant to the Team Supervisor.

Duties and Responsibilities:

Functions as a lead worker by:

• Receiving, analyzing, assigning and monitoring work
• Providing assistance/interpreting work
• Conducting on the job training
• Reviewing the work of team members to ensure it conforms to standards

Responsible for the following job functions, including but not limited to:

• Beginning and end of day procedures
• Monitoring attendance
• Monitoring and dealing with housekeeping issues such as talking, internet/email usage, productivity, etc.
• Securing physical payments (checks, money orders, cash, rosters, etc.)
• Safeguarding the financial integrity of all work
• Distributing and reviewing Quality Assurance results with team members and support staff
• Reviewing and recording team processing statistics
• Functioning as the Supervisor when needed

Loan Guarantee Services

• Counseled borrowers on alternative and federal loans.
• Discussed loan consolidation eligibility requirements.
• Discussed loan options with schools and lenders.

Trainer for preparation of food and sales for Outback Steakhouse.

Responsible for managing and training in store employees throughout the region. Traveled as far as Philadelphia, PA to St. Augustine, FL, and Daytona Beach, FL

Assistant Food manager and key employee for Carrabbas Italian Grill

• Responsible for expanding sales and training employee skills with a chain through Outback at Carrabbas.
• Provide assistance in lowering the food cost for the company to improve monthly to yearly profits.
• Responsible for expanding sales through local promotions.
• Responsible for setting up “new location” stores and trained employees in Jacksonville and Tampa, FL.