Correspondence Specialist

Duncan Solutions

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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 to resolve disputes through contact with customers. This position requires the ability to respond accurately and timely to incoming correspondence regarding account inquiries.

The essential job functions include:

• Correspondence Support
• Read and categorize all incoming 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
• Send approved communication to the customer that details the outcome of their request
• Complete a required number of work items per day to maintain service levels
• 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
• Research accounts and disputes and take appropriate action resulting from findings to either correct the customer's account or explain findings to the customer
• Client Communications
• 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
• Operations Support Documentation
• Complete documentation needed to support actions taken on accounts.
• Update fields and account tags.
• Update notations.
• Create letters and notate files.
• Place account in appropriate status.
• 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.
• 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
• Other Job Functions
• Participate in cross training of all tasks shared by the Correspondence Specialist function and effectively communicate any outstanding issues with management
• Cross training of other staff members within your group or department on a needed basis
• Other duties assigned to meet business needs

BENEFITS:
In addition to an hourly rate, joining our team as a full-time employee provides:

• Paid Holidays
• 15 days of PTO Annually
• Medical, Dental, Vision
• 401k
• Tuition Reimbursement
• and more

REQUIREMENTS:

• High School Diploma
• 6 months of experience working in a professional office environment
• Proficient in MS Excel and MS Word
• Ability to type 35 wpm
• Strong organizational skills
• Strong problem-solving skills
• Detail oriented
• Must be comfortable working at a fast pace
• Excellent time management skills
• Ability to manage confidential and sensitive information
• Strong written and verbal communication skills
• Regular attendance required

PREFERRED QUALIFICATIONS

• Prior Correspondence or Duncan experience
• Systems knowledge/ability
• Associates Degree or Higher

IMPORTANT NOTICES:
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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