Customer Service Agent

2 weeks ago

Moorestown, United States Navient Full time
About Navient
Navient, (Nasdaq: NAVI) and its subsidiary companies, offer technology-driven education finance and business processing solutions that simplify complex programs and assist millions in achieving their goals. Our customer-centric, data-informed services yield outstanding results for clients in education, healthcare, and government sectors.

Position Overview

The Taxpayer Assistance Representative will effectively reach out to and communicate with taxpayers through phone and written correspondence to secure full repayment or establish feasible payment plans. This role involves resolving non-routine issues as necessary and performing skip tracing and compliance functions to ensure adherence to all company, client, and federal regulations. The representative will consistently update the taxpayer's case file with new or modified information.

Key Responsibilities

  1. Engage with taxpayers regarding their overdue tax obligations:
    • Initiate contact via phone and letters.
    • Collaborate with taxpayers, their accountants, and legal representatives concerning tax debts and the collection of penalties, interest, and fees.
    • Acquire overdue tax returns.
    • Meet the required number of daily phone calls as set by management.
    • Achieve assigned performance targets.
    • Negotiate terms for deferred payments of outstanding tax liabilities.
  2. Maintain and Update Taxpayer Case Files:
    • Review incoming correspondence and tax returns, taking necessary actions.
    • Perform all account maintenance functions in accordance with taxation policies.
    • Ensure case files are organized and maintained properly.
  3. Ensure Compliance with Client Standards and State Regulations:
    • Maintain a file of accounts for each case worker.
    • Operate within FDCPA, state and federal regulations, and DMO compliance policies.
    • Document accounts accurately per client specifications.
    • File Certificates of Debt and forward cases for further collection actions as needed.
    • Apply collections received to resolve tax deficiencies.
  4. Conduct Skip Tracing to Locate Delinquent Taxpayers:
    • Utilize skip-tracing tools to efficiently locate demographic information.
    • Communicate effectively with third parties to gather location information.
    • Profile accounts deemed un-locatable or exhausted.
  5. Engage in Continuous Education and Training:
    • Participate in training sessions led by management.
    • Integrate knowledge gained from training and policy updates into daily practices.

Minimum Qualifications:

  • High School Diploma or G.E.D.
  • Four to eleven months of relevant work experience.
  • Proficiency in a Windows environment.
  • Basic keyboarding skills.

All employment offers are contingent upon standard background checks. Navient and its affiliated companies are federal, state, and/or local government contractors. Candidates may be subject to background checks conducted by the U.S. Government for federal contract eligibility and suitability.

Navient is an equal opportunity employer.

Navient maintains a drug-free workplace.

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