Correspondence Specialist
Horseheads, New York
Want to be part of a great team that services our customers? Do you like working with people and solving problems? Our customer service representatives are our first point of contact with our company and they are the front line providing our customers with the answers that they need. If you like working on a computer and enjoy a fast-paced, service-oriented environment, we have the perfect job for you! Our jobs provide excellent pay, incentives in many roles, as well as career pathing opportunities.
- Job Type: Full time
- Level: Entry
Horseheads, New York
Correspondence Specialist
Customer Service
Duncan Solutions, a wholly owned subsidiary of Navient, is a full-service tolling and parking management company and a leading provider of business processing services to government clients, including citation processing, debt collection, and integrated parking and tolling customer service.
We are currently seeking a Correspondence Specialist for retrieving, processing, and sending all forms of incoming correspondence. Must research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established client guidelines. The position requires the ability to respond accurately, timely and compliantly to incoming correspondence.
This position be on-site at our Horseheads, NY location.
Job Responsibilities:
1. Customer Services
- Read and categorize all incoming client written communication
- Document the system of record with the information that was received from the customer
- Take appropriate action as directed by procedures and client guidelines to address the customer’s concern
2. Correspondence Processing
- Print, Count and sort all out going mail
- Date-stamp and document correspondence in the notes of the system of record
- Scan and index to the imaging system
- Archive correspondence in accordance with the company Record Retention policy
3. Research and Quality Reviews
- Use company/client approved search tools to locate consumer information in order to process incoming correspondence accurately and timely
- Actively make processing recommendations to management
- Methodical in verifying data elements (i.e., account numbers, names, phone/fax numbers)
- Gather documentation for audits, client inquiries, or internal customers
- Use all resources available to resolve work items in an efficient manner.
- Report all issues that arise with any system to your supervisor immediately.
4. Meet Productivity and Quality Standards
- Complete a required number of work items per day to maintain service levels
- Quality is essential as there are federal & contractual guidelines to adhere to.
- Maintain accuracy of the customer’s account in the system of record detailing who sent correspondence, the reason for the correspondence, the actions taken as a result of the correspondence and any other pertinent points of interest
5. Training, Security, and Documentation
- Comply with the clean-desk policy and use shred bins to discard documentation that may contain Non-Public Information
- Complete required and optional training courses within the established timeframes
- 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
- Create, update, and maintain the Training Aides / SOP (Standard Operating Process) documents to ensure they remain current, detailed, and organized in the manner that complies with the corporate requirements
MINIMUM REQUIREMENTS:
- 6 months’ prior work experience
- Basic math
- English grammar and composition
PREFERRED QUALIFICATIONS:
- Minimum of 6 months’ experience in the collections industry or in a clerical/administrative environment
- Mailroom experience is preferred, either internal or external.
Success Profile
What makes a successful Call Center Operator at Navient? Check out the top traits we’re looking for and see if you have the right mix.
- Problem Solver
- Positive
- Enthusiastic
- Understanding
- Productive
- Self-Starter
Benefits
Our commitment to colleagues begins with better care. Learn about our comprehensive and flexible benefits that take a holistic approach to your health and livelihood.
-
Tuition Reimbursement
Continue or start your education by having Navient reimburse you for courses taken in pursuit of your job related degree or job related courses
-
Medical Plans
Three robust medical plans with 100% coverage for preventive care (including annual physicals, child wellness visits, immunizations, and more)
-
401(k) Retirement Plan
Navient will match up to 5% of your eligible compensation after six months of employment
-
Paid Time Off
Enjoy a generous PTO benefit of up to 15 days your first year!
-
Employee Stock Purchase Plan
Save from 1-25% of your salary (max $7,500) and be able to buy discounted stock
-
Employee Assistance Program
Designed for you and your loved ones to assist in dealing with personal challenges
For 15+ years, I have felt my impact when a customer expresses their gratitude. I find the culture at Navient to be diverse, and it’s encouraging to have growth opportunities and work-life balance. Being part of a workplace that’s team oriented — with customer experience as the focal point—is something to be valued, especially in a field where service can make such a difference.
Shawnda BrodnexCall Center Operations
Diversity & Inclusion
Navient Earns High Marks for LGBTQ+ Equality in the Workplace
Giving Back
Duncan Solutions Supports Boys & Girls Clubs of Metro Los Angeles’ Transportation Program
- Pittsburgh, Pennsylvania Go arrow_forward
- Horseheads, New York Go arrow_forward
- Remote Go arrow_forward
As you search for opportunities that fit your skills, any jobs you view will appear here.
- Herndon, Virginia, Washington, DC Go arrow_forward
- Horseheads, New York Go arrow_forward
- Pittsburgh, Pennsylvania Go arrow_forward