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Manager, Student Loan Origination Operations

Navient · United States · 2 days ago
RemoteRemoteManagementFull-time

About the role

The Manager of Student Lending Operations will lead fraud operations, customer service, and conversion management teams supporting Navient's student lending business. The role involves developing and coaching employees, driving operational excellence, improving the customer experience, and protecting customers through effective fraud prevention practices. Collaboration with cross-functional partners, leveraging data to inform decisions, and overseeing vendor performance are key responsibilities.

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.

  • Talent Leadership & Development

    • 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.

    • Represent the function in audits, governance forums, and cross-functional business initiatives.

    • Use data and business insights to influence priorities, recommend solutions, and support leadership decision-making.

  • Customer Experience & Service Operations

    • 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.

    • Partner with product, compliance, technology, and vendor teams to improve service processes, controls, and customer journey design.

  • Outbound Conversion Strategy

    • Define and execute outbound conversion strategies that improve application completion, customer engagement, and business performance.

    • Lead campaign planning, segmentation, channel strategy, and KPI management to optimize conversion effectiveness.

    • Use analytics, testing, and performance insights to recommend process, scripting, and incentive improvements.

    • Oversee outbound technology, dialing strategy, and operational controls to support compliant and efficient customer outreach.

    • Partner with marketing, product, compliance, and technology teams to align outreach strategies with growth objectives, customer needs, and regulatory expectations.

  • Compliance & Process Improvement

    • Establish and maintain operational controls, policies, and procedures that support regulatory compliance, risk mitigation, and consistent execution.

    • Lead process reviews, control assessments, and operational improvement initiatives to strengthen quality, efficiency, and compliance.

    • Partner across business, compliance, risk, and technology teams to implement scalable solutions and improve end-to-end operational effectiveness.

    • Monitor operational risks, audit findings, and performance trends, and recommend actions to senior leadership to improve governance and business outcomes.

Requirements

  • Bachelor’s Degree- Business, Finance, Management or related field.
  • Additional equivalent experience above the required minimum may substitute.
  • 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.

Qualifications

  • Experience in financial services or fintech.
  • Familiarity with campaign optimization, A/B testing, and incentive program management.
  • Budget management knowledge.
  • Experience managing outsourced operations or third-party service providers.
  • Experience with the TCN dialer.

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