Remote Ombudsman Jobs in Washington (NOW HIRING)

Description

Job Title: Federal Student Aid Regulatory Case Analyst

Department: Operations - Services 

Reports To: RavenTek Program Manager

Location: Remote

Schedule: Monday - Friday 

Hours: Full-time, 40-hours/week

FLSA Status: Hourly, Nonexempt 

Clearance: Public Trust

Position Summary

The Federal Student Aid Regulatory Case Analyst supports the Department of Education, Federal Student Aid (FSA) Ombudsman by reviewing, analyzing, and resolving complex consumer financial and regulatory cases in accordance with applicable federal statutes (Title IV), regulations, and established program guidance. This role performs comprehensive case reviews, gathers and evaluates documentation from multiple sources, applies statutory and regulatory criteria, and prepares structured written determinations for both internal and government review. This position is accountable for maintaining high standards of accuracy, documentation integrity, and productivity within a performance-based contract environment. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.

Requirements

Essential Duties and Responsibilities

• Assess assigned cases to determine jurisdiction, scope, and appropriate course of action.
• Perform detailed document reviews and comprehensive fact gathering from internal and external sources.
• Evaluate cases in accordance with applicable federal statutes, regulations, and internal policies, including financial assistance or consumer protection frameworks as applicable.
• Apply Federal Student Aid (FSA) program guidance, including Title IV considerations, to case evaluations and determinations, as applicable.
• Develop structured written analyses utilizing the Issue-Rule-Analysis-Conclusion (IRAC) methodology or a comparable analytical framework.
• Prepare professional correspondence and resolution summaries for internal and government review.
• Record all actions, findings, and outcomes in case management/CRM systems in accordance with documentation standards.
• Maintain accuracy, completeness, and compliance with established quality assurance standards and performance metrics.
• Manage assigned caseload to achieve defined productivity targets and service level requirements in a performance-based environment.
• Ensure case processing throughput aligns with contractual performance metrics and service level agreements.
• Engage in quality reviews, calibration sessions, training activities, and continuous improvement initiatives.
• Participate in Ombudsman-specific case handling processes and ensure alignment with Federal Student Aid case management protocols.
• Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
• Submit Monthly Status Reports on a regular basis, as required. 
• Monitor RavenTek email on a regular basis, at least 3 times per week, and respond accordingly.
• Complete required compliance training as assigned.
• Other duties as assigned.

Knowledge and Critical Skills

• Capable of applying advanced analytical and critical thinking to complex regulatory scenarios.
• Demonstrated expertise in structured professional writing and preparation of formal case determinations.
• Proven capacity to manage multiple cases concurrently while maintaining accuracy and meeting productivity expectations.
• Meticulous attention to detail and disciplined documentation practices.
• Proficiency in Microsoft Office Suite applications.
• Self-directed work style suited for an independent remote environment with high accountability and performance expectations.
• Familiarity with Federal Student Aid (FSA) programs, Title IV regulations, or Ombudsman case resolution processes.

Education & Work Experience

• Bachelor's degree in Business, Public Administration, Legal Studies, Finance or related field. 
• Minimum of 4 years of progressive professional experience in regulatory case management, quality assurance, compliance review, or a closely related analytical field in lieu of a degree.
• Extensive experience reviewing, interpreting, and synthesizing complex documentation and case records.
• Practical experience operating within a CRM or case management system (Salesforce preferred).

Certifications, Licenses

• N/A

Special Requirements

• Must be a U.S citizen.
• Must be able to obtain and maintain Public Trust level clearance.

Work Environment 

Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.

Physical Demands

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential. 

ADA: RavenTek will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO/AA: RavenTek does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity/affirmative action employer.

This job description is not intended to be an all-inclusive list of duties and standards of the position and will be reviewed periodically as duties and responsibilities change with business necessity. Essential job functions are subject to modification. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.