Fraud & Conversion Associate

🔥 3 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Navient

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2014

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Navient is a company providing technology-enabled education finance and business processing solutions. They offer services such as student loan servicing and refinancing, education financing, scholarships, and various financial solutions aimed at simplifying financial lives and helping individuals save time and money. Navient's portfolio includes business processing solutions like customer care, transportation asset recovery, and payment processing. The company's efforts are focused on solving financial challenges with a commitment to social responsibility and a performance-driven culture.

📋 Description

• Review flagged applications, incomplete information, suspicious behaviors, and other risk indicators • Use investigative tools, external data sources, and internal information to verify customer information and assess fraud or application risk • Identify inconsistencies, emerging patterns, and red flags requiring review, escalation, or workflow improvement • Resolve routine and moderately complex cases and escalate higher-impact or nuanced scenarios • Manage inbound client contacts by phone and email regarding the application process • Conduct proactive outbound outreach to support application completion and improve conversion outcomes • Provide education, guidance, troubleshooting support, and next-step direction to prospective clients • Follow compliance guidelines, scripts, communication standards, and internal procedures • Document interactions, fraud review activity, customer progress, and case outcomes in required systems • Prepare escalation summaries for Compliance, Risk, Legal, or leadership • Apply QA feedback, coaching, audit results, and regulatory updates to improve quality and adherence • Manage assigned case queues, lead queues, follow-ups, and outreach activities • Meet activity, responsiveness, quality, and conversion expectations • Use dashboards, reporting tools, manager feedback, and QA insights to improve performance • Balance speed, accuracy, customer experience, and risk controls in a high-volume environment • Collaborate with Conversion Associates, Fraud Operations, Credit, Compliance, Risk, and other internal teams • Participate in meetings, coaching, training, and continuous learning • Assist with process improvements, pilot activities, outreach strategy testing, documentation updates, and fraud detection workflow enhancements • Provide informal peer support, mentoring, or QA feedback assistance as assigned

🎯 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 of experience in fraud operations or risk investigation • 1+ year of experience providing customer-facing support and 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 • Ability to review documentation, identify inconsistencies, follow procedures, and complete work accurately and on time • Strong verbal and written communication skills • 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 • Previous exposure to personal loan, credit, lending, financial services, or student loan products preferred • Experience with fraud trend monitoring, documentation review, customer verification, or risk investigation preferred • Call center, outbound customer engagement, high-volume follow-up, or queue-based work experience preferred • Familiarity with Salesforce, LexisNexis, SentiLink, FNI, or similar platforms preferred • 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

🏖️ Benefits

• Paid time off accruing on Day 1 • My Day • Paid company holidays • Medical, dental, and vision coverage for eligible employees and dependents • Health advocacy support • 401(k) plan with employer match • Company-paid basic life insurance • Short- and long-term disability coverage • Employee Assistance Program (EAP) • Wellbeing resources, including digital health and chronic-condition support • Family planning resources • Pet insurance • Tuition reimbursement • E-learning platform • Learning, development, and career growth opportunities