Hybrid Customer Care Commercial Specialist II

Are you passionate about helping others? If so, we want you on our team!

Navient is looking for team members who will provide exceptional service and support to our customers!

• Start May 13th, 2024

• Must have prior Student Loan Servicing experience.

• This position is HYBRID and will require onsite work at one of our three locations

• Muncie, IN; Fishers, IN; or Wilkes-Barre, PA

• Bilingual applicants fluent in both English and Spanish encouraged to apply. (bilingual differential available)
• Interviews will be conducted virtually via Microsoft Teams.

WHAT WE DO:

We provide expert guidance, asset management, and business processing solutions to education, healthcare, and government clients at the federal, state, and local levels. Our passion and commitment to helping our clients and millions of Americans achieve financial success is what makes us an industry leader!

WHAT YOU'LL DO:

As a Customer Care Commercial Specialist II, you'll play a critical role in assisting our customers as they navigate successful management and repayment of their loans. By speaking with our customers on inbound and outbound calls you will be the voice of Navient, guiding them through their options to help them achieve account resolution while providing them with support that is easy and reliable.

As a hybrid employee, your schedule will include a mixture of work-from-home and in-office scheduling.

• During the New Hire Training period, your technical training will primarily be virtual (lasting approximately the first 3 weeks), but you will be scheduled to be in office at least once during those 3 weeks to job shadow with a tenured agent prior to starting the phone training portion of the curriculum.

• When you begin to take phone calls (during the 4th week of training), you will be on-site to ensure you have hands-on support, as well as additional opportunities to shadow tenured agents who will be available to provide coaching and feedback.

• After New Hire training concludes, you will be required to work onsite at least 3 times per month (or in the event of technical issues*). All onsite workdays will be scheduled by your supervisor and ample notice of these days will be provided to allow you to plan accordingly.

• Must be available to come into the office if having technical issues (i.e. internet connectivity) in your home office.

LOCATION + START DATE:

• Remote/Hybrid

• To support the onsite requirement, applicants must live within 1 hour of one of our three physical locations (Fishers, IN, Muncie, IN, or Wilkes Barre, PA).

• Start Date

• May 13th, 2024

PAY + BENEFITS:

As a full-time employee, you will earn $16.00 per hour and be eligible for a monthly performance bonus.

Full-Time Benefits:

• 3 weeks of PTO (increases to 4 weeks after just 1 year of service)

• Medical, dental, vision (elected benefits start the 1st of the following month after enrollment)

• 401K (plus employer match)

• Tuition Reimbursement

• Employee Assistance Program

• Local employee discounts

• Optional pet insurance

SCHEDULE + TRAINING:

HYBRID TRAINING: Monday-Friday, 8AM-5PM

(training period = 4 weeks)

SHIFT ONE

• Monday

• Tuesday, 12:00PM - 9:00PM

• Wednesday

• Friday, 8:00AM - 5:00PM

• • 1 Saturday per Month, 8:00AM - 12:00PM

SHIFT TWO

• Monday

• Tuesday, 8:00AM - 5:00PM

• Wednesday

• Thursday, 12:00PM - 9:00PM

• Friday

• 8:00AM - 5:00PM

• • 1 Saturday per Month, 8:00AM - 12:00PM

SHIFT THREE (+15% differential)

• Monday

• Friday, 12:00PM - 9:00PM

OFFICE AND TECHNOLOGY REQUIREMENTS:

Navient will provide all hardware and software. Qualified candidates must secure and maintain the following to successfully execute job responsibilities:

• Reliable high-speed internet- minimum of 100mbps download/ 10 upload speed and latency less than 25-50 ms

• Computer equipment will be provided and need to be picked up the day before New Hire Training begins (scheduling information will be forthcoming)

• Private workspace or home office free from distractions

• Ability to work onsite as required and when any home internet/technical issues arise

MINIMUM REQUIREMENTS:

• High School Diploma, GED, or Equivalent

• Must have 12 months of student loan servicing experience

• Must live within 1 hour of Fishers, IN; Muncie, IN; or Wilkes-Barre, PA

• Must have excellent PC skills and ability to operate in a business environment

• Ability to handle high volume of calls in a fast paced environment

• Must communication in a clear and concise manner.

• Demonstrated ability to listen and "hear" the customer's concern so that the appropriate response is given

• Demonstrated ability to perform mathematical calculations in order to determine proper delinquency of loans utilizing last payment dates, monthly payment amounts, interest rates and payments received

• Demonstrated ability to maintain professional conduct in a business environment

• Ability to work effectively in a team, people, and results oriented environment

OTHER HELPFUL QUALIFICATIONS:

• Student lending, banking, or financial aid

• Call center experience a plus

Be proud of where you work

• Choose Navient as the next step in your career!