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Supervisor, Payment Operations

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Job ID 20REQ-01530 Location Milwaukee, Wisconsin Company Name Navient Solutions, LLC

AtNavient, ourmission is to enhance the financial success of our customers by delivering innovative solutions and insights with compassion and personalized service.

Our Payment Operations Supervisor supports our mission by bringing a high drive to succeed in a fast paced, team oriented environment. Our Payment Operations Supervisor is a key member of our Milwaukee Lockbox team and oversees high volume payment handling while building and maintaining strong relationships with both internal and external customers. Our ideal candidate possesses prior leadership of multiple direct reports, excellent oral/ written communication skills and a proven ability to successfully manage multiple priorities.

We're stronger together. We innovate always and everywhere. We strive to be the best. We earn the trust of our customers and colleagues.

Duncan Solutions, a wholly owned subsidiary of Navient, is a full-service tolling and parking management company and a leading provider of parking management services to municipal and commercial clients, including citation processing, debt collections, and integrated parking management services.

During this time of recommended social distancing, Navient will conduct telephone interviews only until it is safe and permissible to invite candidates to our offices for personal interviews. We look forward to receiving your application and appreciate your flexibility and understanding.

The Payment Operations Supervisor is responsible for departmental controls, procedural documentation, internal/ external audits, reporting, process development and other special projects.  This position will also oversee multiple walk up payment centers.

Responsibilities include:

Personnel Management 

  • Daily supervision to ensure required tasks are completed efficiently, accurately and timely    
  • Provide training and guidance to employees as needed or directed by the Director
  • Scheduling and management of staff during daily and month end close process
  • Interview and selection for staffing needs
  • Establish and oversee short-term and long-term goals
  • Review and approve staffs’ assigned tasks for completeness and accuracy

Coordinate and Oversee System Enhancements, Client Modifications and Reporting 

  • Oversee and lead user acceptance testing (i.e., system modifications and client changes)
  • Provide guidance and assistance in preparing, reviewing, and issuing departmental reports
  • Responsible for ensuring that all daily reporting for the department is accurate and complete
  • Plan, document and coordinate Business Resumption and Impact Analyses
  • Ensure the proper application of consumer payments and review and approve the end of day payments received reconciliation

Plan, Organize, Coordinate and Oversee Department Controls 

  • Develop & maintain effective preventive and detective controls for existing and new clients
  • Test, document and update controls in accordance with ICE/Sarbanes Oxley requirements
  • Ensure operating policies and procedures are consistent with the business objectives
  • Compile department documentation for internal and external auditors
  • Conduct root/cause analyzes and oversee the implementation of appropriate modifications

Assist in Planning, Maintaining and Implementing New Payment Functionality

  • Develop and implement specialized payment processing solutions for clients
  • Test and assist in new payment file layout and image file requirements                   
  • Responsible for efficient, effective and secure payment operations in all remote cashier sites.
  • Responsible for review and testing of new client set ups
  • Review and respond to Request for Proposals

Develop and Modify Policies/ Procedures and Standardize Forms

  • Maintain updated department-wide Standard Operating Policies and Procedures
  • Develop new procedures to ensure compliance with federal, state and client requirements

Additional Duties as Assigned by Management


  • College level study in Accounting/ Business Management/ Finance or other related area (additional experience may substitute)
  • 2 plus years of accounting, bookkeeping, auditing, banking or call center operations experience.
  • Strong analytical skills
  • Excellent oral and written communication skills
  • Ability to provide and follow instructions


  • 2 – 3 years working with various types of payment processing in the collection industry or equivalent
  • Supervision of multiple staff employees
  • Knowledge of general accounting
  • Knowledge of audit procedures and controls
  • Microsoft Access experience
  • Intermediate level user in Microsoft Word and Excel
  • Must be able to analyze financial information and provide recommendation based on analysis
  • Flexibility with work hours and workloads to meet departmental deadlines
  • Team-oriented philosophy in accomplishing department goals.
  • Excellent verbal and written communication skills for communicating at several organizational levels
  • Must be able to stay organized while working on multiple projects

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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