Manager, Student Loan Origination Operations
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Job Description
Manager of Student Lending Operations at Navient overseeing fraud operations and customer service teams. Focusing on operational excellence, customer experience, and fraud prevention.
Responsibilities:
- Own the fraud operations framework for the SLO product, including prevention strategy, case management oversight, and control execution.
- Lead day-to-day fraud operations, complex investigations, escalation protocols, and issue resolution to protect business and customer experience.
- Evaluate fraud trends, emerging risks, and control effectiveness, and recommend enhancements to policies, workflows, and detection strategies.
- Maintain fraud reporting, loss trends, and key risk indicators to inform leadership decisions and regulatory readiness.
- Lead, coach, and develop high-performing leaders and team members across customer service, fraud operations, and conversion management.
- Direct organizational design, workforce planning, succession planning, onboarding, performance management, and career development to support business growth and service excellence.
- Establish performance expectations, accountability standards, and development plans to drive achievement of service, risk, and conversion objectives.
- Provide governance and performance oversight for third-party partners, including service delivery, quality, compliance, and capacity alignment.
- Develop and present executive-level reporting on operational performance, risk trends, customer experience, and conversion outcomes.
- Own customer service strategy and operating performance to deliver a consistent, compliant, and high-quality customer experience.
- Manage complex escalations, identify root causes, and implement sustainable process improvements to reduce friction and improve outcomes.
- Establish and monitor service, quality, and customer satisfaction metrics, and drive corrective actions when performance gaps are identified.
- Define and execute outbound conversion strategies that improve application completion, customer engagement, and business performance.
Requirements:
- Bachelor’s Degree- Business, Finance, Management or related field.
- 5+ years’ experience in customer service, fraud operations, and/or conversion management.
- 1+ years in a leadership role.
- Strong analytical, decision-making, and communication skills.
- Experience with CRM, fraud detection, and data analysis tools (e.g., Zendesk, Alloy, Tableau, SQL).
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
- Knowledge of compliance regulations and best practices in customer service and fraud prevention.
- Experience overseeing vendor or third-party partner performance, including service delivery, quality, and compliance expectations.
Benefits:
- company‑funded HSA contributions
- automatic 401(k) enrollment with a dollar‑for‑dollar match up to 5%
- access to paid parental leave
- fertility and family‑building support
- virtual health and wellness resources
- paid time off that begins accruing on Day 1
- 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
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