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Correspondence Specialist

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Job ID 22REQ-04140 Location Muncie, Indiana Company Name Navient Solutions, LLC

The Correspondence Specialist will be responsible for retrieving, processing, and sending all forms of incoming and outgoing correspondence.

Hybrid- first half of the day on-site, then 2nd half can be finished on site or at home.

Hours- Monday-Friday 9am-6pm EST

Customer Services

  • Provide customer service to employees at the internal correspondence window
  • Answer and route inbound telephone calls
  • Transcribe voicemail messages to the borrowers' account within the collection system
  • Distribute standard supplies to company employees
  • Receive and log incoming packages from carriers (UPS, FedEx, etc.)
  • Retrieve and transport correspondence to / from the post office
  • Perform the security guard duties, as needed (e.g., when the guard is doing security rounds)

Incoming and Outgoing Correspondence Processing

  • Count, open, and sort all incoming correspondence
  • Date-stamp and document correspondence in the notes of the collection system
  • Scan and index to the imaging system
  • Archive correspondence in accordance with the company Record Retention policy
  • Distribute mail & correspondence to employees or departments via mailboxes or email
  • and obtain signatures of individuals retrieving / picking up mail
  • Meter and sort outgoing mail
  • Log and process misdirected payments
  • Review, transmit, and document outgoing faxes to ensure pertinent borrower information is
  • sent to the correct destination
  • Inform appropriate company personnel when a fax is incorrect and needs to be corrected

Research and Quality Reviews

  • Use company approved search tools to locate borrowers in order to process incoming correspondence accurately and timely
  • Actively make processing recommendations to management
  • Identify documents and obtain required signatures for deliveries such as correspondence sent
  • via parcel services to ensure the highest security of borrower Non-Public Information contained within these mail packages
  • Methodical in verifying data elements (i.e., account numbers, names, phone/fax numbers)
  • Gather documentation for audits, client inquiries, or internal customers
  • Complete quality reviews

Logs and Reports

  • Track, retrieve, and retain records to be reported to management when requested
  • Populate and use required logs to ensure proper handling of correspondence and packages
  • Log daily tracking of mail, faxes, and overnight transaction volume and report monthly totals
  • Generate postage equipment reports

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 time frames
  • 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

REQUIREMENTS:

  • High School Diploma
  • 6 months' prior work experience
  • Basic math
  • English grammar and composition
  • Must have the ability to utilize various types of equipment including but not limited to: postage machine, scanner, & multi functional printer/scanner/faxing device.
  • Must have a team-oriented philosophy in accomplishing department goals.
  • Must have the ability to adapt to a changing environment.
  • Must have strong verbal and written communication skills for communication with all levels of Center staff.
  • Must be able to multi-task and handle multiple, often competing priorities at once.
  • Must be able to stay organized while working on multiple projects.
  • Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • While performing the duties of this job the employee is regularly required to: stand, reach with hands and arms, use hands to finger, handle, or feel objects, tool, or controls, talk, hear, and walk, the employee is occasionally required to stoop, kneel, crouch, or crawl.
  • The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

PREFERRED QUALIFICATIONS

  • Minimum of 6 months' experience in the collections industry or in a clerical/administrative environment
  • Mail room experience is preferred, either internal or external.
  • Strong knowledge of PC based programs with proficiency in the Microsoft product line including: Word and Excel.
  • Valid Driver's License


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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Benefits

  • 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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