Navient

Associate

• 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

Fraud & Conversion Associate

Operations

• Lead technology, data, and operational capabilities supporting marketing execution and measurement
• Own the marketing technology roadmap and ecosystem across Partnerships, Email, SMS, Paid Digital Channels, Direct Mail, and future channels
• Serve as primary owner of the enterprise ESP, Braze, including data inflows/outflows, Segment CDP integration, and unsubscribe governance
• Lead end-to-end Ad Operations, including event passback to paid ad platforms and tracking pixel configuration
• Develop audience frameworks and activation strategies across channels
• Evaluate platforms and integrations and improve marketing efficiency, measurement, personalization, and automation
• Maintain governance and documentation for marketing technology systems and processes
• Own digital event tracking architecture and implementation, including UTM parameters and marketing tags
• Ensure accurate collection of customer, campaign, and conversion data
• Support reporting, attribution, experimentation, and forecasting initiatives
• Establish tracking monitoring and validation processes
• Manage integrations among advertising platforms, analytics tools such as Amplitude, and Segment
• Partner with Engineering and Product to define requirements and priorities
• Support platform migrations, technology implementations, and system enhancements
• Coordinate vendor relationships and technical support escalations
• Support campaign execution through marketing automation and audience management platforms
• Enable lifecycle marketing through segmentation and data activation
• Develop scalable workflows and automation
• Ensure technology supports acquisition, lifecycle, retention, and partner marketing programs
• Align marketing technology practices with privacy, legal, compliance, and security requirements
• Partner with Legal, Compliance, and Information Security on implementation reviews and risk assessments
• Support audit and business continuity requirements
• Develop quality assurance processes for tag management, UTM parameters, and technology deployments
• Lead investigation and resolution of tracking, attribution, and platform incidents
• Establish post-implementation testing and monitoring standards
• Document root cause analyses and preventative action plans

Fraud & Conversion Associate

Senior Media Operations Manager