Conversion Associate I

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.

Why You'll Love it Here:

Customer Engagement and Conversion

• 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.

Compliance and Regulatory Adherence

• 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.

Productivity & Performance Optimization

• 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.

Team Collaboration & Learning

• 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.

Special Projects and Support

• Assist with team initiatives, pilots, or process improvements as assigned.
• Support documentation updates or testing of new outreach strategies when needed.

Your Strengths and Expertise:

Minimum Requirements

• 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.

Preferred Qualifications

• Call center or outbound customer engagement experience.
• Exposure to CRM tools (Zendesk or similar).
• Financial services, lending, or student loan familiarity.
• Experience handling high-volume follow-up or queue-based work.
• Working knowledge of customer service best practices and a commitment to delivering a positive, respectful customer experience.
• Strong communication skills, with the ability to clearly explain information and guide customers through required next steps.
• Ability to listen actively, ask questions, and respond with empathy and professionalism.
• Ability to stay organized, manage follow-ups, and complete tasks accurately and on time.
• Willingness to receive feedback, learn quickly, and apply coaching to improve skills and outcomes.
• Ability to manage multiple priorities while maintaining attention to detail.
• Sense of urgency and accountability, with an understanding of the importance of timely outreach and responsiveness.
• Strong verbal and written communication skills.
• Ability to learn new systems, scripts, and processes quickly.
• Comfort working in a fast-paced, metrics-driven environment.

IMPORTANT NOTICES:

All offers of employment are contingent on standard background checks. Depending on the needs of our business, the successful candidate may be subject to further background checks to determine eligibility and suitability.

EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.

Navient is a drug free workplace.