Job Overview
Location
Remote Location (Recruiting - Job Posting Use Only)
Job Type
Full-time
Category
HR & Recruiting
Date Posted
July 16, 2026
Full Job Description
đź“‹ Description
- • Develop and coach employees to drive operational excellence, improve the customer experience, and protect customers through effective fraud prevention practices.
- • Collaborate with cross-functional partners, leverage data to inform decisions, and oversee vendor performance while balancing compliance requirements with business goals in a fast-paced environment.
- • 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.
- • 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.
- • 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.
- • 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.
🎯 Requirements
- • Bachelor’s Degree in Business, Finance, Management, or related field.
- • 5+ years of experience in customer service, fraud operations, and/or conversion management.
- • 1+ year of experience 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.
🏖️ Benefits
- • 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.
Skills & Technologies
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About Navient Corporation
Navient Corporation is a U.S. loan management, servicing, and asset recovery company that originated from the 2014 separation of Sallie Mae. It services federal and private education loans for millions of borrowers, provides business processing solutions to government and healthcare clients, and engages in portfolio purchasing and collection activities. The company is headquartered in Wilmington, Delaware, and operates under federal and state regulatory oversight. Navient supports loan repayment through customer service, payment processing, and default prevention programs, leveraging data analytics and technology platforms to manage its portfolio.
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