Manager, Student Loan Origination Operations
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AI Summary
Navient (Nasdaq: NAVI) helps students and families confidently manage the cost of higher education. We create long-term value for customers and investors through responsible lending, flexible refinancing, trusted servicing oversight, and decades of portfolio management expertise. Our employees thrive in a culture of belonging, where they are supported and proud to deliver meaningful outcomes. Learn more at navient.com.
Why Navient?
At Navient, we support your whole life — not just your workday. Our benefits go beyond the basics, including company‑funded HSA contributions, automatic 401(k) enrollment with a dollar‑for‑dollar match up to 5%, and access to paid parental leave, fertility and family‑building support, and virtual health and wellness resources. Whether you’re early in your career or bringing years of experience, we invest in your wellbeing, financial security, and long‑term confidence — wherever you work.
Areas of Responsibility:
Fraud Detection & Prevention
- Own the fraud operations framework for the SLO product, including prevention strategy, case management oversight, and control execution.
- Lead day-to-day fraud operations, complex investigations, escalation protocols, and issue resolution to protect business and customer experience.
- Evaluate fraud trends, emerging risks, and control effectiveness, and recommend enhancements to policies, workflows, and detection strategies.
- Maintain fraud reporting, loss trends, and key risk indicators to inform leadership decisions and regulatory readiness.
Talent Leadership & Development
- Lead, coach, and develop high-performing leaders and team members across customer service, fraud operations, and conversion management.
- Direct organizational design, workforce planning, succession planning, onboarding, performance management, and career development to support business growth and service excellence.
- Establish performance expectations, accountability standards, and development plans to drive achievement of service, risk, and conversion objectives.
- Provide governance and performance oversight for third-party partners, including service delivery, quality, compliance, and capacity alignment.
- Develop and present executive-level reporting on operational performance, risk trends, customer experience, and conversion outcomes.
- Represent the function in audits, governance forums, and cross-functional business initiatives.
- Use data and business insights to influence priorities, recommend solutions, and support leadership decision-making.
Customer Experience & Service Operations
- Own customer service strategy and operating performance to deliver a consistent, compliant, and high-quality customer experience.
- Manage complex escalations, identify root causes, and implement sustainable process improvements to reduce friction and improve outcomes.
- Establish and monitor service, quality, and customer satisfaction metrics, and drive corrective actions when performance gaps are identified.
- Partner with product, compliance, technology, and vendor teams to improve service processes, controls, and customer journey design.
Outbound Conversion Strategy
- Define and execute outbound conversion strategies that improve application completion, customer engagement, and business performance.
- Lead campaign planning, segmentation, channel strategy, and KPI management to optimize conversion effectiveness.
- Use analytics, testing, and performance insights to recommend process, scripting, and incentive improvements.
- Oversee outbound technology, dialing strategy, and operational controls to support compliant and efficient customer outreach.
- Partner with marketing, product, compliance, and technology teams to align outreach strategies with growth objectives, customer needs, and regulatory expectations.
Compliance & Process Improvement
- Establish and maintain operational controls, policies, and procedures that support regulatory compliance, risk mitigation, and consistent execution.
- Lead process reviews, control assessments, and operational improvement initiatives to strengthen quality, efficiency, and compliance.
- Partner across business, compliance, risk, and technology teams to implement scalable solutions and improve end-to-end operational effectiveness.
- Monitor operational risks, audit findings, and performance trends, and recommend actions to senior leadership to improve governance and business outcomes.
Minimum Requirements:
- Bachelor’s Degree- Business, Finance, Management or related field. Additional equivalent experience above the required minimum may substitute.
- 5+ years’ experience in customer service, fraud operations, and/or conversion management.
- 1+ years in a leadership role.
- Strong analytical, decision-making, and communication skills.
- Experience with CRM, fraud detection, and data analysis tools (e.g., Zendesk, Alloy, Tableau, SQL).
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
- Knowledge of compliance regulations and best practices in customer service and fraud prevention.
- Experience overseeing vendor or third-party partner performance, including service delivery, quality, and compliance expectations.
Preferred Qualifications:
- Experience in financial services or fintech.
- Familiarity with campaign optimization, A/B testing, and incentive program management.
- Budget management knowledge.
- Experience managing outsourced operations or third-party service providers.
- Experience with the TCN dialer.
Key Capabilities:
Strong analytical and problem-solving skills with the ability to interpret data and make sound business decisions.
Proficiency with CRM systems and related operational tools (e.g., Zendesk, Salesforce, FNI) and fraud detection platforms (e.g., Alloy, SentiLink, Socure).
Knowledge of fraud trends, typologies, and prevention strategies, including control effectiveness and risk mitigation.
Strong understanding of customer behavior, service operations, and the ability to improve customer experience through targeted solutions.
Demonstrated ability to develop and execute strategic plans across customer service, fraud operations, and outbound conversion.
Experience with sales strategies, conversion optimization, and outbound engagement practices, including KPI development and performance tracking.
Advanced data analysis capabilities, including using insights to influence decisions and drive continuous improvement.
Ability to communicate effectively (verbal and written) and influence stakeholders at all levels.
Strong leadership and coaching skills with the ability to develop high-performing teams in fast-paced environments.
Effective time management, organization, and ability to manage multiple priorities under pressure.
Knowledge of applicable consumer finance regulations and compliance requirements; commitment to ethical practices.
Familiarity with marketing automation tools, A/B testing, and campaign optimization approaches.
In addition to meaningful work, Navient offers a benefits package designed to support balance, flexibility, and long‑term wellbeing.
Benefits designed with balance in mind.
Navient’s benefits are thoughtfully designed to support employees from day one, with an emphasis on stability, flexibility, and long‑term support. From health coverage to financial security and time away, our approach is simple: provide meaningful support that helps work feel sustainable.
What’s included:
Paid time off that begins accruing on Day 1, plus My Day and paid company holidays.
Medical, dental, and vision coverage for eligible employees and dependents, with access to health advocacy support.
A 401(k) plan with employer match to support long‑term financial security.
Company‑paid basic life insurance and short‑ and long‑term disability coverage.
Employee Assistance Program (EAP) and wellbeing resources, including digital health and chronic‑condition support.
Family planning resources.
Pet insurance.
Learning, development, and career growth opportunities through tuition reimbursement and our e-learning platform.
IMPORTANT NOTICES:
All offers of employment are contingent on standard background checks. Depending on the needs of our business, the successful candidate may be subject to further 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.
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