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ORB Servicing Team Lead

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Job ID 22REQ-03850 Location Louisville, Kentucky Company Name Gila, LLC
The Team Lead is responsible for assisting the Supervisor in the coaching and development of assigned staff. The Team Lead will provide Q&A support, handle escalated calls and assist with training, feedback. The Team Lead will provide quality customer service and accurate information about borrower accounts, programs, policies and processes.

This position is required to work on-site. Hours are 8 AM to 6 PM EST.

Some areas of responsibility will include:

Support team by answering questions and fielding escalated calls                                         

  • Offer counseling and solutions for best processes including but not limited to where to find information
  • Research problem accounts and follow up timely to quickly and accurately provide resolution to customers
  • Understand and adhere to standards of quality and quantity
  • Provide accurate information to both internal and external customers

Assist with administrative tasks

  • Review and remediate agent processing errors, providing agent feedback and analyze for trends/opportunities for improvement
  • Ensure customer complaints are reviewed and processed in a timely and accurate fashion.
  • Perform side-by-side coaching to agents to provide real-time feedback on opportunities to improve agent performance and customer experience.
  • Complete required monthly quality audits.

Research and review account specific/school specific processes and procedures 

  • Be proficient in all systems necessary to provide effective customer service
  • Determine breakdowns and mitigate risk – provide solutions
  • Partner with Leadership team to make them aware of risk and work to mitigate before it becomes a negative trend

Report any conditions impacting customers

  • Escalate process improvements, negative feedback, trends and issues to the leadership team
  • Execute resolution with emphasis on long term improvement
  • Participate in projects or testing related to improving service quantity or quality


  • 6-12 months of experience in a call center role
  • Must be flexible in terms of hours/shift
  • Ability to handle difficult or irate customers professionally and calmly
  • Effective listening and negotiation skills
  • Well-organized and able to set priorities
  • Ability to work in concert with others
  • Excellent written communication skills to include grammar, punctuation, and spelling
  • Excellent oral communication skills, including the ability to orally express moderately complex concepts clearly and quickly
  • Ability to handle high volume of calls and non-phone work in a stressful, fast paced environment
  • Ability to effectively multitask
  • PC skills and the ability to operate mainframe applications in a business environment

Other helpful education/experience

LOB or Navient experience

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.

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  • Comprehensive Health, Dental and Vision Plans

  • 401K with Company Match (after 6 months)

  • Tuition Reimbursement

  • Generous PTO Starting at 15 Days and 8 Paid Holidays

  • Paid Parental Leave and Adoption Assistance

  • Employee Stock Purchase Plan

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