The Loan Servicing Specialist II is responsible for the maintenance of existing accounts (FFELP and Non-FFELP in response to customer/school (borrowers, cosigners, schools, lenders, guarantors and credit bureaus) inquiries submitted via letter, phone, email, or internal research requests.  Must research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established servicing guidelines.  Individuals in these positions may be focused on one or more of these activities:  Financial Adjustments (payment posting, payment allocations, reapplications, ACH transmissions, Auto-Debit, check returns, refunds, fee billing, fee reversals, principal/interest adjustments, loan repurchases, loan sale adjustments), Status Adjustments (deferment, forbearance, repayment plans, bankruptcy, death, disability, default claims) and Customer Communications (name changes, address changes, responding to customer inquiries via email, system letters or manually drafted letters). Performs error correction to ensure timely and accurate loan conversion.  Conducts research and analysis that is more complex in nature.

This is a Hybrid role

Essential Functions:

1.  Account Management/Analysis/Research                                                                                   

• Assess the account status to obtain accurate information on various aspects of the loan(s).
• Use all resources available to resolve work items in an efficient manner. 
• Handle and resolve various tasks, some complex.
• Report all issues that arise with any system to your supervisor immediately.
• There are some aspects of each process that require the employee to verify a customer status before they can complete a task.  Challenged with evaluating each scenario in order to take the best course of action.

2. Customer Service                                                                                                                          

• Provide all customers with a quality product that meets the departments expectations.
• Utilize the student loan servicing and departmental processes to effectively and efficiently manage the accounts
• Assist the department in maintaining federal processing standards. 
• Foster strong relationships with internal and external customers.
• Reviews accounts and able to resolve most issues, some complex                                                

3.  Training and Development                                                                                                           

• To provide the best service in maintaining the accounts will involve being cross-trained to meet business needs.
• Constantly keep abreast of new information pertinent to maintain accounts accurately. Keep all training documentation organized to effectively use them for reference and guidance

4.  Assist Other Areas Within Navient                                                                                               

• Working other tasks/volume within the department as assigned.
• Support other departments as assigned.

MINIMUM RQUIREMENTS:

• One-year experience as a Loan Servicing Specialist I or financial and/or customer service background

PREFERRED QUALIFICATIONS:

• Has developed knowledge and skills through formal training.  
• Intermediate level job with one-year of direct work experience