Fraud & Conversion Associate

Navient

. Review flagged applications, incomplete information, suspicious behaviors, and other risk indicators .

Posted 9/28/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in fraud operations and risk investigation, with a strong focus on customer service and communication. Proficient in using investigative tools and CRM systems to manage cases and improve conversion outcomes while adhering to compliance guidelines.

Highest-signal resume keywords

Fraud Operations ExperienceCustomer Service SkillsRisk InvestigationData Analysis ProficiencySalesforce Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Fraud Trend MonitoringDocumentation ReviewCustomer VerificationRisk AssessmentApplication ProcessingCase ManagementQuality AssuranceCompliance AdherenceOutbound Customer EngagementHigh-Volume Follow-Up

Soft Skills

Strong Verbal CommunicationWritten Communication SkillsCustomer GuidanceMentoringProblem-Solving

Tools & Technologies

SalesforceLexisNexisSentiLinkFNIReporting ToolsCRM SystemsDashboards

Industry Keywords

Financial ServicesLending OperationsCall Center ExperienceClient SupportPerformance-Driven Environment

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Some college; additional equivalent experience above the required minimum may substitute
2+ years of experience in customer service, sales, call center, client support, lending operations, or a related operational environment
1+ years of experience in fraud operations or risk investigation
1+ year of experience providing customer-facing support and handling inbound and outbound customer communications in a fast-paced, performance-driven environment
Additional education above the required minimum may substitute for level of experience
Ability to review documentation, identify inconsistencies, follow procedures, and complete work accurately and on time
Strong verbal and written communication skills
Ability to explain information clearly and guide customers through next steps
Comfort working with data, reporting tools, CRM systems, queues, dashboards, scripts, and evolving processes
Previous exposure to personal loan, credit, lending, financial services, or student loan products preferred
Experience with fraud trend monitoring, documentation review, customer verification, or risk investigation preferred
Call center, outbound customer engagement, high-volume follow-up, or queue-based work experience preferred
Familiarity with Salesforce, LexisNexis, SentiLink, FNI, or similar platforms preferred
Ability to learn new systems, scripts, and processes quickly
Ability to work in a fast-paced, metrics-driven environment while maintaining accuracy, professionalism, and customer focus

Benefits

Comp & perks

Paid time off accruing on Day 1
My Day
Paid company holidays
Medical, dental, and vision coverage for eligible employees and dependents
Health advocacy support
401(k) plan with employer match
Company-paid basic life insurance
Short- and long-term disability coverage
Employee Assistance Program (EAP)
Wellbeing resources, including digital health and chronic-condition support
Family planning resources
Pet insurance
Tuition reimbursement
E-learning platform
Learning, development, and career growth opportunities