Correspondence Specialist

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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 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 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 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 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 requirements

MINIMUM REQUIREMENTS:

• 6 months' prior work experience
• Basic math
• English grammar and composition

PREFERRED 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.

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