What are the responsibilities and job description for the Correspondence Specialist position at Navient?

Duncan Solutions, a wholly owned subsidiary of Navient, is a full-service tolling and parking management company and a leading provider of business processing services to government clients, including citation processing, debt collection, and integrated parking and tolling customer service.

We are currently seeking a Correspondence Specialist for retrieving, processing, and sending all forms of incoming correspondence. Must research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established client guidelines. The position requires the ability to respond accurately, timely and compliantly to incoming correspondence.

This position be on-site at our Horseheads, NY location .

Job Responsibilities :

1. Customer Services

Read and categorize all incoming client written communication
Document the system of record with the information that was received from the customer
Take appropriate action as directed by procedures and client guidelines to address the customer’s concern

2. Correspondence Processing

Print, Count and sort all out going mail

Date-stamp and document correspondence in the notes of the system of record

Scan and index to the imaging system

Archive correspondence in accordance with the company Record Retention policy

3. Research and Quality Reviews

Use company / client approved search tools to locate consumer information in order to process incoming correspondence accurately and timely

Actively make processing recommendations to management

Methodical in verifying data elements (i.e., account numbers, names, phone / fax numbers)

Gather documentation for audits, client inquiries, or internal customers

Use all resources available to resolve work items in an efficient manner.

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

4. Meet Productivity and Quality Standards

Complete a required number of work items per day to maintain service levels

Quality is essential as there are federal & contractual guidelines to adhere to.

Maintain accuracy of the customer’s account in the system of record detailing who sent correspondence, the reason for the correspondence, the actions taken as a result of the correspondence and any other pertinent points of interest

5. 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 timeframes

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

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

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

MINIMUM REQUIREMENTS :

6 months’ prior work experience

Basic math

English grammar and composition

PREFERRED QUALIFICATIONS :

Minimum of 6 months’ experience in the collections industry or in a clerical / administrative environment

Mailroom experience is preferred, either internal or external.

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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