{"schemaVersion":"jobsearcher.job.v1","id":"a92c843bce0e4da35dce4803","url":"https://jobsearcher.com/jobs/a92c843bce0e4da35dce4803","canonicalUrl":"https://jobsearcher.com/jobs/a92c843bce0e4da35dce4803","title":"Fraud & Conversion Associate","description":"Navient Solutions LLC\n\nAre 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.\n\nEvery 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.\n\nWhat You'll Do:\n\nFraud Review, Application Verification, and Risk Assessment\n\nConduct detailed reviews of flagged applications, incomplete information, suspicious behaviors, and other risk indicators.\nUse available investigative tools, external data sources, and internal information to verify customer information and assess potential fraud or application risk.\nIdentify inconsistencies, emerging patterns, and potential red flags that may require additional review, escalation, or workflow improvement.\nApply judgment and experience to resolve routine and moderately complex cases while escalating higher-impact or nuanced scenarios when appropriate.\n\nClient Engagement and Conversion Support\n\nManage inbound client contacts through phone and email, responding promptly and professionally to questions related to the application process.\nConduct proactive outbound outreach through approved channels to support application completion and improve conversion outcomes.\nProvide education, guidance, troubleshooting support, and next-step direction to help prospective clients move through the application process.\nAdapt communication style and approach based on each customer’s circumstances while maintaining professionalism, accuracy, and compliance.\n\nCompliance, Documentation, and Escalation\n\nFollow applicable compliance guidelines, scripts, communication standards, and internal procedures during customer outreach and case review.\nDocument inbound and outbound interactions, fraud review activity, customer progress, and case outcomes accurately in required systems.\nPrepare clear escalation summaries for review by appropriate internal partners, including Compliance, Risk, Legal, or leadership, when needed.\nApply QA feedback, coaching, audit results, and regulatory updates to improve quality, accuracy, and adherence to standards.\n\nProductivity, Queue Management, and Performance Optimization\n\nManage assigned case queues, lead queues, follow-ups, and outreach activities to support timely application review and completion.\nMeet individual activity, responsiveness, quality, and conversion-related expectations.\nUse dashboards, reporting tools, manager feedback, and QA insights to understand performance trends and improve outcomes.\nBalance speed, accuracy, customer experience, and risk controls in a high-volume operating environment.\n\nTeam Collaboration, Learning, and Process Support\n\nCollaborate with peers, Conversion Associates, Fraud Operations, Credit, Compliance, Risk, and other internal teams to support a seamless customer and operational experience.\nParticipate in team meetings, coaching, training, and continuous learning activities.\nAssist with process improvements, pilot activities, outreach strategy testing, documentation updates, or fraud detection workflow enhancements as assigned.\nProvide informal peer support, mentoring, or QA feedback assistance based on experience and business need.\n\nMINIMUM REQUIREMENTS:\n\nSome college. Additional equivalent experience above the required minimum may substitute.\n2+ years of experience in customer service, sales, call center, client support lending operations, or a related operational environment.\n1+ years experience fraud operations or risk investigation.\n1+ year experience customer facing support, handling inbound and outbound customer communications in a fast-paced, performance-driven environment.\nAdditional education above the required minimum may substitute for level of experience.\nDemonstrated ability to review documentation, identify inconsistencies, follow procedures, and complete work accurately and on time.\nStrong verbal and written communication skills, including the ability to explain information clearly and guide customers through next steps.\nComfort working with data, reporting tools, CRM systems, queues, dashboards, scripts, and evolving processes.\n\nPREFERRED QUALIFICATIONS:\n\nPrevious exposure to personal loan, credit, lending, financial services, or student loan products.\nExperience with fraud trend monitoring, documentation review, customer verification, or risk investigation.\nCall center, outbound customer engagement, high-volume follow-up, or queue-based work experience.\nFamiliarity with CRM or fraud/risk tools such as Salesforce, LexisNexis, SentiLink, FNI or similar platforms.\n\nKey Capabilities:\n\nApplication verification and documentation review\nCase documentation and escalation writing\nCompliance adherence and quality standards\nQueue management and follow-up discipline\nConsultative communication and objection handling\nTime management and productivity discipline\nPeer collaboration and coaching receptiveness\nAbility to learn new systems, scripts, and processes quickly\nAbility to work in a fast-paced, metrics-driven environment while maintaining accuracy, professionalism, and customer focus\n\nIn addition to meaningful work, Navient offers a benefits package designed to support balance, flexibility, and long‑term wellbeing.\n\nBenefits designed with balance in mind.\n\nNavient’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.\n\nWhat’s included:\n\nPaid time off that begins accruing on Day 1, plus My Day and paid company holidays.\nMedical, dental, and vision coverage for eligible employees and dependents, with access to health advocacy support.\nA 401(k) plan with employer match to support long‑term financial security.\nCompany‑paid basic life insurance and short‑ and long‑term disability coverage.\nEmployee Assistance Program (EAP) and wellbeing resources, including digital health and chronic‑condition support.\nFamily planning resources.\nPet insurance.\nLearning, development, and career growth opportunities through tuition reimbursement and our e-learning platform.\n\nIMPORTANT NOTICES:\n\nAll 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.\n\nEOE 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.\n\nNavient is a drug free workplace.","company":"Navient Solutions","rawCompany":"navient solutions","city":"Washington","state":"DC","isRemote":false,"isActive":false,"createdAt":"2026-09-29T11:59:09.527Z","occupations":[{"code":"43-4131.00","title":"Loan Interviewers and Clerks","slug":"loan-interviewers-and-clerks"},{"code":"13-2072.00","title":"Loan Officers","slug":"loan-officers"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"522291","title":"Consumer Lending","slug":"consumer-lending"},{"code":"522390","title":"Other Activities Related to Credit Intermediation","slug":"other-activities-related-to-credit-intermediation"},{"code":"522299","title":"International, Secondary Market, and All Other Nondepository Credit Intermediation","slug":"international-secondary-market-and-all-other-nondepository-credit-intermediation"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Fraud & Conversion Associate","description":"Navient Solutions LLC\n\nAre 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.\n\nEvery 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.\n\nWhat You'll Do:\n\nFraud Review, Application Verification, and Risk Assessment\n\nConduct detailed reviews of flagged applications, incomplete information, suspicious behaviors, and other risk indicators.\nUse available investigative tools, external data sources, and internal information to verify customer information and assess potential fraud or application risk.\nIdentify inconsistencies, emerging patterns, and potential red flags that may require additional review, escalation, or workflow improvement.\nApply judgment and experience to resolve routine and moderately complex cases while escalating higher-impact or nuanced scenarios when appropriate.\n\nClient Engagement and Conversion Support\n\nManage inbound client contacts through phone and email, responding promptly and professionally to questions related to the application process.\nConduct proactive outbound outreach through approved channels to support application completion and improve conversion outcomes.\nProvide education, guidance, troubleshooting support, and next-step direction to help prospective clients move through the application process.\nAdapt communication style and approach based on each customer’s circumstances while maintaining professionalism, accuracy, and compliance.\n\nCompliance, Documentation, and Escalation\n\nFollow applicable compliance guidelines, scripts, communication standards, and internal procedures during customer outreach and case review.\nDocument inbound and outbound interactions, fraud review activity, customer progress, and case outcomes accurately in required systems.\nPrepare clear escalation summaries for review by appropriate internal partners, including Compliance, Risk, Legal, or leadership, when needed.\nApply QA feedback, coaching, audit results, and regulatory updates to improve quality, accuracy, and adherence to standards.\n\nProductivity, Queue Management, and Performance Optimization\n\nManage assigned case queues, lead queues, follow-ups, and outreach activities to support timely application review and completion.\nMeet individual activity, responsiveness, quality, and conversion-related expectations.\nUse dashboards, reporting tools, manager feedback, and QA insights to understand performance trends and improve outcomes.\nBalance speed, accuracy, customer experience, and risk controls in a high-volume operating environment.\n\nTeam Collaboration, Learning, and Process Support\n\nCollaborate with peers, Conversion Associates, Fraud Operations, Credit, Compliance, Risk, and other internal teams to support a seamless customer and operational experience.\nParticipate in team meetings, coaching, training, and continuous learning activities.\nAssist with process improvements, pilot activities, outreach strategy testing, documentation updates, or fraud detection workflow enhancements as assigned.\nProvide informal peer support, mentoring, or QA feedback assistance based on experience and business need.\n\nMINIMUM REQUIREMENTS:\n\nSome college. Additional equivalent experience above the required minimum may substitute.\n2+ years of experience in customer service, sales, call center, client support lending operations, or a related operational environment.\n1+ years experience fraud operations or risk investigation.\n1+ year experience customer facing support, handling inbound and outbound customer communications in a fast-paced, performance-driven environment.\nAdditional education above the required minimum may substitute for level of experience.\nDemonstrated ability to review documentation, identify inconsistencies, follow procedures, and complete work accurately and on time.\nStrong verbal and written communication skills, including the ability to explain information clearly and guide customers through next steps.\nComfort working with data, reporting tools, CRM systems, queues, dashboards, scripts, and evolving processes.\n\nPREFERRED QUALIFICATIONS:\n\nPrevious exposure to personal loan, credit, lending, financial services, or student loan products.\nExperience with fraud trend monitoring, documentation review, customer verification, or risk investigation.\nCall center, outbound customer engagement, high-volume follow-up, or queue-based work experience.\nFamiliarity with CRM or fraud/risk tools such as Salesforce, LexisNexis, SentiLink, FNI or similar platforms.\n\nKey Capabilities:\n\nApplication verification and documentation review\nCase documentation and escalation writing\nCompliance adherence and quality standards\nQueue management and follow-up discipline\nConsultative communication and objection handling\nTime management and productivity discipline\nPeer collaboration and coaching receptiveness\nAbility to learn new systems, scripts, and processes quickly\nAbility to work in a fast-paced, metrics-driven environment while maintaining accuracy, professionalism, and customer focus\n\nIn addition to meaningful work, Navient offers a benefits package designed to support balance, flexibility, and long‑term wellbeing.\n\nBenefits designed with balance in mind.\n\nNavient’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.\n\nWhat’s included:\n\nPaid time off that begins accruing on Day 1, plus My Day and paid company holidays.\nMedical, dental, and vision coverage for eligible employees and dependents, with access to health advocacy support.\nA 401(k) plan with employer match to support long‑term financial security.\nCompany‑paid basic life insurance and short‑ and long‑term disability coverage.\nEmployee Assistance Program (EAP) and wellbeing resources, including digital health and chronic‑condition support.\nFamily planning resources.\nPet insurance.\nLearning, development, and career growth opportunities through tuition reimbursement and our e-learning platform.\n\nIMPORTANT NOTICES:\n\nAll 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.\n\nEOE 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.\n\nNavient is a drug free workplace.","datePosted":"2026-09-29T11:59:09.527Z","dateModified":"2026-09-29T11:59:09.527Z","hiringOrganization":{"@type":"Organization","name":"Navient Solutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Washington","addressRegion":"DC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a92c843bce0e4da35dce4803"},"url":"https://jobsearcher.com/jobs/a92c843bce0e4da35dce4803"}}