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Operations Support Specialist II

Job ID 18882703019 Location Moorestown, NJ Company Name Gila

Founded in 1991, Gila, LLC offers business process outsourcing focusing on revenue enhancement services. We serve state governments, transportation authorities, municipal government entities and other public entities, using a technology platform that delivers exceptional customer service. We empower talented employees with advanced technology, data management tools and leading edge business practices to exceed the expectations of our clients.

Gila, LLC is a wholly owned subsidiary of Navient Corporation. Navient (Nasdaq: NAVI) provides asset management and business processing solutions to education, healthcare and government clients at the federal, state, and local levels. We help our clients and millions of Americans achieve financial success through our services and support. Headquartered in Wilmington, Delaware, Navient employs team members in New Jersey, Western New York, Northeastern Pennsylvania, Indiana, Tennessee, Texas, Virginia, and other locations. Learn more at

This role is a member of the Operations Support Team supporting our New Jersey client. This position requires that an employee respond to customer inquiries, effective dispute resolution, client correspondence, and provide reporting and tracking to Gila management.

Client/Customer Correspondence Handling

  • Decision customer requests for hardship payment plans
  • Update account data
  • Letter Archiving, mail returns, correspondence logs

SOP/Application management

  • Prepare and maintain all standard operating procedures for internal and external customers
  • Prepare and maintain customer correspondence with appropriate language and templates
  • Handle the newly designed automation application; work with internal staff and developers to maintain and improve

Tracking and Reporting

  • Track and/or scan incoming/outgoing correspondence, respective responses, and reporting on a daily, weekly, and monthly basis
  • SLA Reporting on correspondence metrics
  • 1 year customer service
  • 1 year in Microsoft Word

Knowledge Skills and Abilities:

  • Strong basic math skills
  • Analytical skills in order to resolve discrepancies when reconciling bank deposits
  • Learn quickly
  • Technically inclined with ability to utilize payment processing machine for extended hours
  • Must be able to work well under pressure
  • Organization skills and detail-oriented
  • Ability to work under the pressure of Zero Tolerance Policy
  • Ability to make decisions and judgment calls regarding whether payment source is negotiable
  • Maintain professional appearance and demeanor
  • Ability to effectively organize and manage multiple tasks simultaneously
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 Minority/Female/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.
LocationMoorestown, NJ
Date PostedJul 9, 2018