Fraud & Conversion Associate

Navient Solutions LLC

Are you naturally curious, detail-oriented, and passionate about helping customers? Join Navient and help customers navigate the lending process from application to completion. In this role, you'll review applications, verify information, identify potential risk factors, and provide exceptional support through both inbound and outbound customer interactions.

Every day offers a blend of problem-solving, customer engagement, and operational decision-making. If you thrive in a fast-paced environment and enjoy balancing customer experience, risk awareness, and attention to detail, this could be the perfect opportunity to grow your career in financial services.

What You'll Do:

Fraud Review, Application Verification, and Risk Assessment

• Conduct detailed reviews of flagged applications, incomplete information, suspicious behaviors, and other risk indicators.
• Use available investigative tools, external data sources, and internal information to verify customer information and assess potential fraud or application risk.
• Identify inconsistencies, emerging patterns, and potential red flags that may require additional review, escalation, or workflow improvement.
• Apply judgment and experience to resolve routine and moderately complex cases while escalating higher-impact or nuanced scenarios when appropriate.

Client Engagement and Conversion Support 

• Manage inbound client contacts through phone and email, responding promptly and professionally to questions related to the application process.
• Conduct proactive outbound outreach through approved channels to support application completion and improve conversion outcomes.
• Provide education, guidance, troubleshooting support, and next-step direction to help prospective clients move through the application process.
• Adapt communication style and approach based on each customer’s circumstances while maintaining professionalism, accuracy, and compliance.

Compliance, Documentation, and Escalation    

• Follow applicable compliance guidelines, scripts, communication standards, and internal procedures during customer outreach and case review.
• Document inbound and outbound interactions, fraud review activity, customer progress, and case outcomes accurately in required systems.
• Prepare clear escalation summaries for review by appropriate internal partners, including Compliance, Risk, Legal, or leadership, when needed.
• Apply QA feedback, coaching, audit results, and regulatory updates to improve quality, accuracy, and adherence to standards.

Productivity, Queue Management, and Performance Optimization  

• Manage assigned case queues, lead queues, follow-ups, and outreach activities to support timely application review and completion.
• Meet individual activity, responsiveness, quality, and conversion-related expectations.
• Use dashboards, reporting tools, manager feedback, and QA insights to understand performance trends and improve outcomes.
• Balance speed, accuracy, customer experience, and risk controls in a high-volume operating environment.

Team Collaboration, Learning, and Process Support      

• Collaborate with peers, Conversion Associates, Fraud Operations, Credit, Compliance, Risk, and other internal teams to support a seamless customer and operational experience.
• Participate in team meetings, coaching, training, and continuous learning activities.
• Assist with process improvements, pilot activities, outreach strategy testing, documentation updates, or fraud detection workflow enhancements as assigned.
• Provide informal peer support, mentoring, or QA feedback assistance based on experience and business need.

MINIMUM REQUIREMENTS:

• Some college. Additional equivalent experience above the required minimum may substitute.
• 2+ years of experience in customer service, sales, call center, client support lending operations, or a related operational environment.
• 1+ years experience fraud operations or risk investigation.
• 1+ year experience customer facing support, handling inbound and outbound customer communications in a fast-paced, performance-driven environment.
• Additional education above the required minimum may substitute for level of experience.
• Demonstrated ability to review documentation, identify inconsistencies, follow procedures, and complete work accurately and on time.
• Strong verbal and written communication skills, including the ability to explain information clearly and guide customers through next steps.
• Comfort working with data, reporting tools, CRM systems, queues, dashboards, scripts, and evolving processes.

PREFERRED QUALIFICATIONS:

• Previous exposure to personal loan, credit, lending, financial services, or student loan products.
• Experience with fraud trend monitoring, documentation review, customer verification, or risk investigation.
• Call center, outbound customer engagement, high-volume follow-up, or queue-based work experience.
• Familiarity with CRM or fraud/risk tools such as Salesforce, LexisNexis, SentiLink, FNI or similar platforms.

Key Capabilities:

• Application verification and documentation review
• Case documentation and escalation writing
• Compliance adherence and quality standards
• Queue management and follow-up discipline
• Consultative communication and objection handling
• Time management and productivity discipline
• Peer collaboration and coaching receptiveness
• Ability to learn new systems, scripts, and processes quickly
• Ability to work in a fast-paced, metrics-driven environment while maintaining accuracy, professionalism, and customer focus

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.