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Loan Servicing Specialist III-Military

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Job ID 22REQ-04018 Location Wilkes-Barre, Pennsylvania Company Name Navient Solutions, LLC

Job Summary: Responsible for the maintenance of existing accounts (FFELP and Non-FFELP in response to customer/school (borrowers, cosigners, schools, lenders, guarantors and credit bureaus) inquiries submitted via letter, phone, email, or internal research requests.  Research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established servicing guidelines. 

Individuals in these positions may be focused on one or more of these activities:  Financial Adjustments (payment posting, payment allocations, reapplications, ACH transmissions, Auto-Debit, check returns, refunds, fee billing, fee reversals, principal/interest adjustments, loan repurchases), Status Adjustments (deferment, forbearance, repayment plans, bankruptcy, death, disability, default claims) and Customer Communications (name changes, address changes, responding to customer inquiries via email, system letters or manually drafted letters). Conducts research and analysis on all accounts, including the most complex ones.

Hybrid - Must live within 1 hour of Wilkes-Barre, PA (for onsite requirement- You will be required to work onsite at least 2 days per month.)

Job Details:

1. Account Management/Analysis/Research  

a.  Assess the account status to obtain accurate information on various aspects of the loan(s).

b.  Use all resources available to resolve work items in an efficient manner, including specialized tasks assigned within the department.

c.  Report all issues that arise with any system to your supervisor immediately.

d.  There are some aspects of each process that require the employee to verify a customer status before they can

complete a task.  Challenged with evaluating each scenario in order to take the best course of action.

2.  Customer Service

a.  Provide all customers with a quality product that meets the departments expectations.

b.  Utilize the student loan servicing and departmental processes to effectively and efficiently manage the accounts

c.  Assist the department in maintaining federal processing standards. 

d.  Foster strong relationships with internal and external customers.

e.  Reviews accounts and able to resolve issues, including the most complex ones. 

3.  Training and Development

a.  To provide the best service in maintaining the accounts will involve being cross trained to meet business needs.

b.  Constantly keep abreast of new information pertinent to maintain accounts accurately. Keep all training documentation organized to effectively use them for reference and guidance.

4.  Assist Other Areas Within Navient 

a.  Working other tasks/volume within the department as assigned.

b.Support other departments as assigned.

Other Job functions:

a. Other duties as assigned.

b.  Exhibit high level of flexibility by working hours needed based on the needs of the department.

This may include holidays on occasions.

c. Working overtime when volume is excessive.

d.  Assist with center-wide projects as necessary or assigned.

Minimum Requirements:

High School Diploma or GED equivalent

  • 2-3 years of student loan servicing experience
  • Solid knowledge and demonstrated ability to handle multiple business area processes and procedures in a time sensitive environment.
  • Excellent understanding of business area process and applicable department systems.
  • Demonstrated abilities to effectively identify and resolve higher level research items using independent discretion in a time-sensitive environment and appropriately identify issues to escalate to senior management.
  • Solid knowledge of Microsoft application with emphasis on Word/Excel.
  • Excellent oral/written communication skills.
  • Solid data entry skills.
  • Proven ability to consistently meet individual/team/department goals.
  • Strong attention to detail, results oriented.

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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