Navient Collection Clerk I - Treasury in Arcade, New York
The Treasury Collection Clerk I's priorities are to maintain compliance with contractual obligations and service level agreements regarding the Treasury Administrative Resolution process and completion of all daily job duties with accuracy and within the guidelines of department policies and procedures. This individual will be responsible for handling administrative wage garnishment (AWG), timely processing of consumer/commercial disputes, assisting consumers with inability to pay paperwork and resolving bankruptcy, deaths and entity out of business accounts for the client. This individual will be responsible for verbal and written communication with consumers/commercial accounts including employers.
Administrative Resolution Accounts
Review accounts for potential Administrative Resolution referred by collection staff or found during a vendor scrub.
Research business accounts using on-line tools, county and state offices.
Follow-up with debtors and debtor's attorney on filing required paperwork.
Timely filing and completion of all required paperwork with the client.
Data input into Treasury's FedDebt system and department tracking logs.
Review/analyze accounts submitted for potential AWG
Process all letter requests, AWG approvals and terminations/releases.
Document all accounts on the DM9 system and Treasury's FedDebt system.
Log and Track all AWG's processed.
Audit AWG low balances and send appropriate letter to the employer
Request documentation from Treasury when requested by debtor or employer
Review all AWG Hearing Requests and employer acknowledgements for errors and completion.
Monitor and complete follow up attempts with potential Non-Compliant Employers.
Take inbound calls from debtors and employers, answering questions on AWG.
Dispute Review and Submission
Run, Prepare and disburse daily Correspondence Report.
Review Dispute correspondence and determine if valid and proven.
Process and send dispute to appropriate client contacts.
Audit pending Dispute weekly for client and systemic updates.
Review and order requested documentation such as Proof of Debt.
Send emails and faxes to the client for requested documentation.
Document all accounts on the DM9 system.
Log and Track all ordered and received documentation.
Telephone follow up
Make regular calls to debtors regarding the Inability to Pay AR type.
Make regular calls to debtors, attorney's, and the Secretary of State office regarding the Entity Out of Business AR type.
Make regular calls to debtors regarding AWG processes like Hearing requests.
Make regular calls to employers regarding AWG processes like Non-Compliant Employer status, AWG termination, AWG suspension and small balances on AWG.
Communicate with Department and Collection Managers to resolve outstanding matters.
Consult with Collection Managers regarding questions on accounts.
Consult with Senior Management regarding special approvals needed for specific accounts or projects Resolution and training on floor questions/issues.
Brainstorm and evaluate current processes and inventory for opportunities to automate or upgrade.
Representative makes decision if an account meets programs requirements to be put into the AWG, Administrative Resolution and Dispute. If not eligible per program requirements, account is sent back to Collection Manager.
Decisions regarding time management. (subject to supervisory review for order of importance).
- High School or equivalent
- A minimum of 6 months of experience in the Collection industry or in Customer Service is required to perform the responsibilities of this position in addition to the education needed to perform the duties of the position
Good organizational and communication skills.
Attention to detail, accuracy, and aptitude for retrieving, analyzing, entering, and verifying information using a combination of systems including Treasury's FedDebt system, DM9 system, Excel, Access and Word documents.
Ability to speak professionally and compliantly to debtors, employers, attorney's and State offices on the telephone.
Must be able to quickly learn and expeditiously apply Navient, PCR and client's rules, policies and procedures related to Collection Support.
Previous Administrative or Customer Service experience or previous Collections or Telemarketing experience.
Experience working in Collection Support or other quality assurance/auditing positions.
Must be able to pass government security bank ground check/clearance check
Other Helpful experience:
Beginner to Intermediate level Excel and Word knowledge and experience.
Experience (at least 6 months) working in a goal oriented work environment.
Knowledge, Skills and abilities:
Knowledge of AWG, Administrative Resolutions and general office duties.
Basic Keyboarding skills.
Knowledge of Excel Spreadsheets.
Ability to work in a fast-paced competitive environment
Multitasking and organizational skills
Incumbents in this position will be expected to master the duties of this position in addition to working on a continuous basis to learn all aspects of the department. Consideration of promotion is dependent upon incumbent's successfully accomplishing all assignments while providing quality customer service, demonstrating a cooperative attitude, a willingness to readily accept new responsibilities, and exhibiting the ability to foster and accept change and continuous improvement.
The incumbent may be promoted to a Treasury Collection Clerk II, based on mastery of above accountabilities and quality of service.
A Clerk I may be promoted to a Clerk II when a minimum of the following occurs:
Employee is fluent in processing and requesting updates to Collection Support Reports.
Employee must have taken the lead on creating, updating or processing (daily/weekly) at least 1 major CS Report or Tracking per quarter.
Employee must learn, run and supply CS Data via reporting to the Management and Senior Management group (Inventory Reduction file, Daily AR Submission Report, CPE Data Reporting, Weekly CS Report) at least once per quarter.
The incumbent in this position will be expected to be actively involved in process creation as needed which would include establishing the new process, creating reporting to support the new process, creation of an SOP, and training of the team as well.
Employee must have been in their current Clerk I position for a minimum of 12 months or must have 18 months in a Collection Support position within the collection industry.
Employee is currently not on any PDA (including attendance, performance, and conduct).
Employee is fluent in the Treasury contract and SOW with a concentration on Support functions including Administrative Resolutions, Dispute and AWG.
Employee has been involved in or managed one major project during the prior 12 months.
Employee is fluent in the Courts/Govt lines of business and can provide guidance on a day-to-day basis while the Collection Support Manager is out or as assigned.
Employee must participate in an Individual Performance Improvement project. This will entail choosing a Clerk I and taking a one-on-one approach to enhance their skills. This should include job shadowing to identify gaps in performance and subsequent correction of behavior.
Employee has assisted a Clerk III with an approved project or process enhancement displaying proficiency in Collection Support procedure and reporting.
Employee has demonstrated the ability to handle their individual job assignments while assisting others/working on projects.
Employee has completed 4 NavientUniversity.com Leadership courses/experience related to leadership or project management and has shared knowledge back with the team in team meetings as well as demonstrated skills learned to management during course of day-to-day work.
Employee has demonstrated she/he knows the Collection Support tools, where to look for specific information, ability to toggle between screens.
Employee has demonstrated to be a team player while promoting a positive work environment.
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.
Additionally, this position supports a U.S. Government contract and therefore requires an additional background check conducted by the U.S. Government for purposes of obtaining a 5C Public Trust security clearance. You must be a U.S. citizen to obtain this security clearance. Your employment is contingent upon obtaining this security clearance, and you will be deemed to have voluntarily resigned if you fail to comply with this requirement and other customary employment requirements.
EOE Minority/Female/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.