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Customer Advocate I

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Job ID 22REQ-03760 Location Wilkes-Barre, Pennsylvania Other Locations Fishers, Indiana; Washington, District of Columbia; Wilmington, Delaware Company Name Navient Solutions, LLC

Job Summary: Responsible for responding on behalf of Navient to various oral or written complaints, which may be received from customers, government or state officials, attorneys, Better Business Bureau, Social Media, and other outside agencies, concerning problems relating to loans owned and serviced by Navient.The incumbent supports the Office of the Customer Advocate (OCA) with technical expertise to analyze, track, assist and resolve issues related to Navient servicing and subsidiaries.

Research & Timeliness

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:

a. Calculates and prepares amortizations and payment histories

b. Performs extensive account research to achieve issue resolution

c. Identifies root cause of customer complaints

d. Independently complete work within established deadlines

e. Manage up effectively by communicating progress, obstacles and successes 

f. Communicate immediately and effectively to management the potential risk for a missed deadline and/or reputational risk

g. Conduct a thorough review of each complaint to ensure that all issues referenced by the complainant are investigated and addressed

h. Must be able to multi-task and effectively manage competing priorities

i. Give meticulous attention to details

j. Ensure that all pertinent information gathered during the complaint investigation is included in the electronic case file

Professional Representation of Navient

Expected to operate with integrity and compassion when speaking with internal and external customers. Must have the ability to communicate with internal colleagues and regulators with a high degree of professionalism and confidence. Incumbent should be proficient in de-escalation and know when to escalate appropriately.Foster a healthy and positive work environment.

During the research and response process and in addition to customer accounts, the individual may be required to correspond or collaborate with:

a. Various levels of Management, spanning from Supervisor to Board Member

b. Attorneys (Navient and Outside Counsel)

c. Congressional Offices and other Regulatory Agencies

d. Corporate Communications Department

e. The Department of Education and Guarantor Agencies

f. Consumer Finance Protection Bureau

g. Customer’s via Social Media

Root Cause Analysis and Trending

Maintains open and effective communication with other departments to coordinate functions, streamline processes and deliver excellent products and services.  The incumbent will possess an in-depth understanding of Navient products, student loan servicing, student loan regulations and guidelines.  Associated duties include:

a. Capable of expressing, in detail, policies, procedures, methodologies, histories, and legal and regulatory data

b. Evaluates current procedures in accordance with policies and regulations and provide recommendations to reconsider policies industry wide

c. Remain up to date with policy and regulatory changes and potential impact to customers

d. Thoroughly analyze customer issues to identify root cause and work with Legal and Compliance as necessary

e. Shares feedback with the appropriate business areas and management to mitigate risk and improve customer experience

f. Identify and log issues into Archer

Other duties as assigned

Travel as needed

Minimum Requirements:

Bachelor’s degree and 6-12 months of experience in a servicing or equivalent environment to include education loan background; or Associate’s degree and 2.5-3 years of experience in a servicing or equivalent environment to include education loan background; or in lieu of a degree, 4.5-5 years of experience in a servicing or equivalent environment to include education loan background.

*Excels by using time efficiently; planning, organizing and prioritizing to achieve the highest quality of work

*Ability to perform well under pressure in a fast-paced environment with multiple priorities

*Excellent written and verbal communication skills, including presentation skills

*Ability to recognize/analyze/resolve system and procedural problem areas

*Superior organizational and self-management skills

*Excellent analytical skills and problem solving ability

*Ability to make recommendations and decisions independently

*Very strong analytical, customer service and financial analysis skills

*Ability to meet project due dates

*Knowledge and experience with Microsoft Word and Excel

    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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