Correspondence Specialist

Company: Navient
Location: Horseheads
Posted on: November 16, 2024

Job Description:

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.

Keywords: Navient, Syracuse , Correspondence Specialist, Other , Horseheads, New York