Correspondence Specialist - Navient : Job Details

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 concern2. 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 policy3. 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 interest5. 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 requirementsMINIMUM REQUIREMENTS :* 6 months' prior work experience* Basic math* English grammar and compositionPREFERRED 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.