Sr Project Complaint Coordinator

Navient Solutions LLC

The Sr Project Complaint Coordinator is responsible for responding on behalf of management to verbal and written inquiries from government officials, attorneys, regulatory entities, borrowers and other outside agencies, concerning problems relating to loans owned and serviced by Navient.

Responsibilities Include:

Project Management

• Develop and manage project milestones and project plans.
• Manage work streams to accomplish project work.
• Manage cross functional business communication.

Technical Analysis

• Prepare and provide 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: Calculate and prepare amortizations and payment histories, perform extensive account research to achieve issue resolution, and report findings and breakage points to management and lines of business as required.
• Handle Regulatory cases or escalated accounts when warranted.

Issue Root Cause and Impact Analysis and Remediation

• Clear definition of issue scope and impact on customers.
• Development of analytics to effectively quantify impact of issues (before and after resolution).
• Determination of root cause of issues.
• Implementation of improvements to mitigate issues.
• Implementation of controls to prevent reoccurrence of issues.

Quality Control

• Perform Quality Control of written responses, phone calls and entries in the Complaint Tracking Database through accurate account analysis and within established deadlines.
• Analysis can include but is not limited to the following: Validation of amortizations and payment histories, extensive account research to achieve issue resolution, validate content, form, grammar and completeness of manual letters, and verify accurate fields into the Complaint Tracking database such as complaint reason, business area and deadline date.

MINIMUM REQUIREMENTS:

• Bachelor’s Degree- Business or related field. Additional equivalent experience above the required minimum may substitute.
• 2 years of experience in the Office of the Customer Advocate or 3 years of experience in a servicing environment to include education loan training plus one year of leadership experience.

PREFERRED QUALIFICATIONS:

• Project Management experience.
• Procedural Analysis experience.
• Mastery of the basic departmental process flows and procedures of the OCA.​
• Customer service and research skills that meet established departmental standards and goals.
• Ability to negotiate with customers and diffuse escalated situations.
• Full mastery of all loan types, providing unparalleled service, ensuring all inquiries are responded to in a prompt, accurate manner and in compliance with federal and state regulations.
• Ability to make recommendations and decisions independently.
• Superior organizational and self-management skills.

IMPORTANT NOTICES:

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