Manager, Student Loan Origination Operations

About the role#

Navient is seeking a Manager for Student Loan Origination Operations to lead fraud operations, customer service, and conversion management teams. This role involves developing high-performing teams, driving operational excellence, and protecting the business through effective fraud prevention. You will collaborate with cross-functional partners to balance regulatory compliance with business goals while leveraging data to inform strategic decisions.

What you'll do#

• Own the fraud operations framework for the student loan origination product, including prevention strategy and case management oversight.
• Lead, coach, and develop team members across customer service, fraud operations, and conversion management.
• Own customer service strategy and operating performance to deliver a consistent, compliant, and high-quality customer experience.
• Define and execute outbound conversion strategies that improve application completion, customer engagement, and business performance.
• Establish and maintain operational controls, policies, and procedures that support regulatory compliance, risk mitigation, and consistent execution.
• Oversee vendor performance, including service delivery, quality, and compliance.
• Present executive-level reporting on operational performance, risk trends, and customer outcomes.

What you'll need#

• Bachelor’s degree in Business, Finance, Management, or a related field.
• Minimum of 5 years of experience in customer service, fraud operations, or conversion management.
• At least 1 year of experience in a leadership role.
• Strong analytical, decision-making, and communication skills.
• Proficiency with CRM, fraud detection, and data analysis tools such as Zendesk, Alloy, Tableau, and SQL.
• Knowledge of consumer finance regulations and best practices in fraud prevention.

Location & details#

• This is a full-time, remote position.
• The role is paid and open to applicants on a rolling basis.