at Navient in Wilmington, Delaware, United States
Navient Solutions LLC
JOB SUMMARY: The Technical Customer Advocate I is responsible for performing quality reviews for regulatory responses whether oral or written. The quality reviews may include reviewing inquiries and responses to government officials, attorneys, regulatory entities, borrowers and other outside agencies, concerning problems relating to loans owned and services by Navient, with a primary focus on regulatory accounts. The Technical Customer Advocate I supports the Office of the Customer Advocate (OCA) with targeted reviews of cases completed from OCA.
This position is Work From Home.
1. Monitor Regulatory Complaints and Responses
Perform review of written responses, phone calls and entries in the Complaint Tracking Database through accurate account analysis and within established deadlines for regulatory volume. Analysis can include but is not limited to the following:
a. Understanding reputational and legal risk through analysisIndependent judgement in determining possible risk factors related to system and/or product issues
c. Validation of amortizations and payment histories
d. Extensive account research to achieve issue resolution
e. Validate content, form, grammar and completeness of manual letters
f. Confirm data accuracy in the Complaint Tracking database such as complaint reason, business area and specific focus on deadline date to ensure regulatory volume is completely timely
g. Assist technical analyst with daily review of ICE controls to ensure there are no gaps in departmental processing.
h. Assist technical analyst with review of Advocate phone calls to ensure they meet compliance and dept standards
Prepares and provides accurate account analysis and documentation, as requested by both internal and external customers, within established deadlines. Analysis can include but is not limited to the following:
a. Calculates and prepares amortizations and payment historiesPerforms extensive account research to achieve issue resolution
c. Reports findings and breakage points to management and lines of business as required.
3. Root Cause Analysis and Trending
Maintains open and effective communication with other departments to coordinate functions, streamline processes and deliver excellent products and services. Will possess an in-depth understanding of Navient products, student loan servicing, student loan regulations and guidelines. Associated duties include:
a. Capable of expressing, in detail, policies, procedures, methodologies, histories, and legal and regulatory dataEvaluates current procedures in accordance with policies and regulations and provide recommendations to reconsider policies industry wide
c. Remain up to date with policy and regulatory changes and potential impact to customers
d. Thoroughly analyze customer issues to identify root cause and work with Legal and Compliance as necessary
e. Shares feedback with the appropriate business areas and management to mitigate risk and improve customer experience
f. Identify and log issues into Archer
4. Mentor and Development
Assists newly trained employees with the transition from customer volume to regulatory volume. Monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements. Associated duties include:a. Quality reviews newly trained staff on Unit functions and participates in shadowing activities. b. Answers representatives’ questions as needed Research casework in tandem with Advocate. c. Research and respond to cases if warranted. Other duties as assigned. Travel as needed. Minimum Requirements:
*Bachelor’s degree and 6-12 months of experience in a servicing or equivalent environment to include education loan background; or Associate’s degree and 2.5-3 years of experience in a servicing or equivalent environment to include education loan background; or in lieu of a degree, 4.5-5 years of experience in a servicing or equivalent environment to include education loan background.
*Must have private and federal student loan experience.
+ Excellent written and verbal communication skills, including presentation skills
+ Ability to mentor staff to improve advocate performance and mitigate risk
+ Demonstrated customer service and research skills that meet established departmental standards and goals
+ Excels by using time efficiently; planning, organizing and prioritizing to achieve the highest quality of work
+ Ability to perform well under pressure in a fast-paced environment with multiple priorities
+ Ability to recognize/analyze/resolve system and procedural problem areas
+ Superior organizational and self-management skills
+ Excellent analytical skills and problem solving ability
+ Ability to make recommendations and decisions independently
+ Ability to meet project due dates
All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.
EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.
Navient is a drug free workplace