Duncan Solutions, a wholly owned subsidiary of Navient, is a full-service tolling and parking management company and a leading provider of business processing services to government clients, including citation processing, debt collection, and integrated parking and tolling customer service.
We are currently seeking a Correspondence Specialist for retrieving, processing, and sending all forms of incoming correspondence. Must research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established client guidelines. The position requires the ability to respond accurately, timely and compliantly to incoming correspondence.
This position be on-site at our Horseheads, NY location.
Job Responsibilities:
1. Customer Services
- Read and categorize all incoming client written communication
- Document the system of record with the information that was received from the customer
- Take appropriate action as directed by procedures and client guidelines to address the customer’s concern
2. Correspondence Processing
- Print, Count and sort all out going mail
- Date-stamp and document correspondence in the notes of the system of record
- Scan and index to the imaging system
- Archive correspondence in accordance with the company Record Retention policy
3. Research and Quality Reviews
- Use company/client approved search tools to locate consumer information in order to process incoming correspondence accurately and timely
- Actively make processing recommendations to management
- Methodical in verifying data elements (i.e., account numbers, names, phone/fax numbers)
- Gather documentation for audits, client inquiries, or internal customers
- Use all resources available to resolve work items in an efficient manner.
- Report all issues that arise with any system to your supervisor immediately.
4. Meet Productivity and Quality Standards
- Complete a required number of work items per day to maintain service levels
- Quality is essential as there are federal & contractual guidelines to adhere to.
- Maintain accuracy of the customer’s account in the system of record detailing who sent correspondence, the reason for the correspondence, the actions taken as a result of the correspondence and any other pertinent points of interest
5. Training, Security, and Documentation
- Comply with the clean-desk policy and use shred bins to discard documentation that may contain Non-Public Information
- Complete required and optional training courses within the established timeframes
- To provide the best service in maintaining the accounts will involve being cross-trained to meet business needs.
- Constantly keep abreast of new information pertinent to maintain accounts accurately. Keep all training documentation organized to effectively use them for reference and guidance
- Create, update, and maintain the Training Aides / SOP (Standard Operating Process) documents to ensure they remain current, detailed, and organized in the manner that complies with the corporate requirements
MINIMUM REQUIREMENTS:
- 6 months’ prior work experience
- Basic math
- English grammar and composition
PREFERRED QUALIFICATIONS:
- Minimum of 6 months’ experience in the collections industry or in a clerical/administrative environment
- Mailroom experience is preferred, either internal or external.
