This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. 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.

• Partner with Conversion Document Specialists to verify completeness and accuracy of incoming plan documentation • Process and reconcile incoming plan assets from multiple recordkeeping platforms • Make informed decisions regarding asset investment timing and methodology to ensure efficient and accurate conversion of participant funds • Set up and validate participant loans during the conversion process, ensuring accurate terms and documentation • Serve as a subject matter expert on incoming plan source types and their alignment with system capabilities, ensuring proper setup and configuration during conversions • Collaborate cross-functionally to resolve complex conversion issues and meet customer needs • Monitor communication channels to identify emerging trends and provide timely support

Role overview The Sr Specialist, Engagement & Customer Optimization, reporting to Sr Dir, Engagement & Customer Optimization, is key contributor to the design and execution of strategies that drive Transcarent’s overall business objectives. This role is critical to supporting key metrics, performance gaps and customer/ member needs. Additionally, this role will support collaboration touchpoints with and requirements for key stakeholders across the business, including Clinical Ops, Service Delivery Ops, Marketing, Product & Engineering and Data teams. A day in the life… - Monitor data, highlight off-target conditions and build action plans to support customer retention and PG attainment initiatives through action planning and documentation of best practices - Drive validation, integration and refinement of new dashboards for data automation and consistent single source reference - Partner with internal stakeholders (clinical, service ops, product, etc.) to drive execution of actions to improve performance of objectives - Champion the Transcarent culture and leadership qualities to foster a supportive and inclusive work environment that values each individual for their unique skillset and background - Identify and lead operational projects that help Transcarent get better at serving clients What we are looking for… - Bachelor's Degree or 4+ years equivalent professional experience aligned with the requirements below - Prior leadership experience preferred - Ability to both establish plan for and support implementation short-to mid-term strategies to support the overall business strategy - Demonstrated ability to handle numerous, complex problems, requiring extensive analysis and investigation to understand root cause in order to develop solutions - Understanding of Transcarent business units and strategies, and Transcarent's goals, as well as external factors affecting business unit activities - Ability to influence others, including senior/executive leadership, to accept practices and approaches on critical matters - Ability to use data to identify performance gaps, identify improvement opportunities and to drive quantitative recommendations to stakeholders - 2+ years experience working with Tableau, Power BI, Qlik (or other data visualization tool) - 2+ years demonstrated experience analyzing reporting outputs to identify data inconsistencies - Strong communication and collaboration skills As a remote position, the salary range for this role is: $75,000—$95,000 USD Who we are Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFindingᵀᴹ experience, the first and only generative AI-powered health and care platform for health consumers. Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn. At Transcarent, our values guide everything we do: - People First: We prioritize our Members, clients, and each other in every decision - Care: Every decision starts with improving health and care for our Members - Resilience: We push boundaries and take the uncharted path to change an industry - Results: We take ownership, solve with speed, and deliver for our people and each other - Humble and Human: We lead with humility, bring fun to tough moments, and go further together Total Rewards Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options. Our benefits and perks programs include, but are not limited to: - Competitive medical, dental, and vision coverage - Competitive 401(k) Plan with a generous company match - Flexible Time Off/Paid Time Off, 13 paid holidays - Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance - Mental Health and Wellness benefits Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.

• Monitor data, highlight off-target conditions and build action plans to support customer retention and PG attainment initiatives through action planning and documentation of best practices • Drive validation, integration and refinement of new dashboards for data automation and consistent single source reference • Partner with internal stakeholders (clinical, service ops, product, etc.) to drive execution of actions to improve performance of objectives • Champion the Transcarent culture and leadership qualities to foster a supportive and inclusive work environment that values each individual for their unique skillset and background • Identify and lead operational projects that help Transcarent get better at serving clients.