Sr Project Complaint Coordinator

At Navient, we believe people are our greatest asset. Whether you’re a client or a colleague, integrity, passion, and commitment guide everything we do. We value every voice, knowing we're stronger, smarter, and more effective when we work together. We are seeking aSenior Project Complaint Coordinatorto lead complex issue resolution efforts with professionalism and strategic insight. In this role, you will represent management in responding to inquiries from government officials, attorneys, regulatory agencies, and borrowers—ensuring clarity, accuracy, and accountability in every interaction. You’ll leverage your expertise in project management, technical analysis, and quality control to drive root cause investigations, implement effective remediation plans, and support continuous improvement.

Responsibilities include:

Project Management

• Develop and manage project milestones and project plans.
• Manage work streams to accomplish project work.
• Manage cross functional business communication.

Technical Analysis

• Prepares and provides accurate account analysis and documentation, as requested by both internal and external customers, within established deadlines.  Analysis can include but is not limited to the following: Calculates and prepares amortizations and payment histories, performs extensive account research to achieve issue resolution, reports findings and breakage points to management and lines of business as required, and/ or handles Regulatory cases or escalated accounts when warranted.

Issue Root Cause and Impact Analysis and Remediation

• Clear definition of issue scope and impact on customers.
• Development of analytics to effectively quantify impact of issues (before and after resolution).
• Determination of root cause of issues.
• Implementation of improvements to mitigate issues.
• Implementation of controls to prevent reoccurrence of issues.

Quality Control

• Perform Quality Control of written responses, phone calls and entries in the Complaint Tracking Database through accurate account analysis and within established deadlines.  Analysis can include but is not limited to the following: Validation of amortizations and payment histories, extensive account research to achieve issue resolution, validate content, form, grammar and completeness of manual letters, and/ or verify accurate fields into the Complaint Tracking database such as complaint reason, business area and deadline date.

MINIMUM REQUIREMENTS

• Bachelor’s Degree in Business or related field. Additional equivalent experience above the required minimum may substitute.
• 2 years of experience in the Office of the Customer Advocate or 3 years of experience in a servicing environment to include education loan training plus one year of leadership experience.
• Ability to perform well under pressure in a fast-paced environment with multiple priorities.
• Excellent written and verbal communication skills, including presentation skills.

PREFERRED QUALIFICATIONS

• Experience in: Project Management, or Procedural Analysis.