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Role Description

As a Conversion Associate I with Navient, you will play an essential role in supporting prospective clients through the loan application process by proactively engaging, educating, and following up to drive completed loan applications. This role focuses on execution, learning, and consistency while helping establish strong conversion foundations.

In addition to engaging with applicants using approved outreach channels, you will collaborate with teammates and leadership to test, refine, and provide feedback on scripts, macros, and outreach strategies to help launch and scale the role effectively. Under the guidance of the SLO Operations Manager, you will receive coaching and support to build foundational consultative sales, compliance, and customer engagement skills that prepare you for progression into a new role.

Qualifications

• High School Diploma/ GED/ equivalent.
• 2+ years of customer service, sales, call center, or client support experience.
• Strong verbal and written communication skills.
• Ability to learn new systems, scripts, and processes quickly.
• Experience handling inbound phone and email communications in a fast-paced, performance-driven environment.

Requirements

• Manage high-volume inbound client contacts via phone and email, responding promptly and professionally to inquiries related to the application process.
• Initiate proactive outreach to potential clients via multiple channels, including phone, email, SMS, chat, and other emerging platforms.
• Serve as a frontline representative for prospective clients, providing education, application guidance, and troubleshooting support to move clients toward successful conversion.
• Employ advanced communication techniques and tailored strategies to effectively address client needs and guide them through the decision-making process.
• Demonstrate mastery of consultative sales techniques to understand complex client requirements and provide innovative solutions aligned with their objectives.
• Utilize advanced CRM tools to document all inbound and outbound interactions, track client progress, and generate actionable insights.
• Partner with Client Happiness associates to ensure a seamless handoff experience and exceed customer service expectations.
• Follow all compliance guidelines, call scripts, and communication standards during customer outreach.
• Apply coaching and QA feedback to improve adherence to regulatory and internal policies.
• Participate in required compliance training and acknowledge regulatory updates as communicated.
• Meet individual activity and conversion benchmarks (calls, follow-ups, completions, responsiveness).
• Use dashboards and manager feedback to understand personal performance trends.
• Demonstrate consistent time management and follow-through on assigned leads.
• Collaborate with peers and Client Happiness partners across the organization.
• Actively participate in team meetings, trainings, and coaching sessions.
• Seek feedback and demonstrate openness to continuous improvement.
• Assist with team initiatives, pilots, or process improvements as assigned.
• Support documentation updates or testing of new outreach strategies when needed.

Benefits

• Company-funded HSA contributions.
• Automatic 401(k) enrollment with a dollar-for-dollar match up to 5%.
• Access to paid parental leave, fertility and family-building support, and virtual health and wellness resources.

Company Description

At Navient, we support your whole life — not just your workday. Whether you’re early in your career or bringing years of experience, we invest in your wellbeing, financial security, and long-term confidence — wherever you work.