Overview
Correspondence Specialist Jobs in Horseheads, New York, USA at Navient
Location: Horseheads
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 customers concern
2. 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 policy
3. 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 customers 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 interest
5. 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 time frames
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 requirements
MINIMUM REQUIREMENTS:
6 months prior work experience
Basic math English grammar and composition
PREFERRED QUALIFICATIONS:
Minimum of 6 month…
Title: Correspondence Specialist
Company: Navient
Location: Horseheads, New York, USA
Category: Administrative/Clerical, Customer Service/HelpDesk
