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Join 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 to resolve disputes through contact with customers. This position requires the ability to respond accurately and timely to incoming correspondence regarding account inquiries.
The essential job functions include:
1. Correspondence Support- Read and categorize all incoming 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
- Send approved communication to the customer that details the outcome of their request
- Complete a required number of work items per day to maintain service levels
- 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
- Research accounts and disputes and take appropriate action resulting from findings to either correct the customer's account or explain findings to the customer
2. Client Communications- 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
3. Operations Support Documentation- Complete documentation needed to support actions taken on accounts.
- Update fields and account tags.
- Update notations.
- Create letters and notate files.
- Place account in appropriate status.
4. 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.
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
6. Other Job Functions- Participate in cross training of all tasks shared by the Correspondence Specialist function and effectively communicate any outstanding issues with management
- Cross training of other staff members within your group or department on a needed basis
- Other duties assigned to meet business needs
BENEFITS: In addition to an hourly rate, joining our team as a full-time employee provides:
- Paid Holidays
- 15 days of PTO Annually
- Medical, Dental, Vision
- 401k
- Tuition Reimbursement
- and more.
REQUIREMENTS: - High School Diploma
- 6 months of experience working in a professional office environment
- Proficient in MS Excel and MS Word
- Ability to type 35 wpm
- Strong organizational skills
- Strong problem-solving skills
- Detail oriented
- Must be comfortable working at a fast pace
- Excellent time management skills
- Ability to manage confidential and sensitive information
- Strong written and verbal communication skills
- Regular attendance required
PREFERRED QUALIFICATIONS - Prior Correspondence or Duncan experience
- Systems knowledge/ability
- Associates Degree or Higher
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.