payment processor

Navient

Very unprofessional, if you have a leave approved break they will message you every time about being over on break, you have multiple managers to report to but half the time you have to figure out who is in office.  They have poor training and give out different information when you ask for help, then gaslight you about it. They micromanage and do not give information as they are always changing it. One manager might tell you one thing and another something different. You get in trouble for helping customers in calls if you go over 7 to 9 minutes. Instead of one manager discussing any issues you may have it is multiple managers, then they also send out stats during the week and highlight your stats that go out to everyone and even if it is something that has been okay will make it look like you are doing things incorrectly. They have constant system issues and tell you that your a liar if you do have them often. In training information is different than what you actually do and little information is actually given for what you will need to take calls. They also change how long you are allowed to take to fill out call info. It started out not too bad at first but as it went on they continued to change things and have issues then gaslight people about the issues going on. They also tell you that you will get more per hour than you will and don't mention that you have to do certain things in order to get it. The pay is not worth the Hostile and negative environment they create and they have a high turnover rate. A lot of people quit the first week on phones. 

The Team Leads that I worked with were all great, but the managers were a little frustrating to deal with. They expected us to keep phone calls under five minutes, which wasn't always possible or beneficial to the client. Navient is a third-party student loan facilitator, so all of the clientele are student loan holders. We were given a bonus for putting clients on a specific plan (regardless of whether it was the best thing for the client), which meant we were incentivized to "sell" said repayment plan, even if the client is doing well on their current plan. We also received a bonus that was based on the length of our phone calls. The shorter we were able to make our calls the bigger the bonus we got. On the other hand, if we had longer calls (regardless of whether we used that time to resolve the client's issue) we wouldn't just lose out on the bonus, we could also be fired. However, if a client called back and spoke to another representative, it also effected our pay and/or our employment. 
It was a very negative environment, both from dealing with mostly unhappy clients and not being allowed the time to actually help those clients.

Navient is very structured, and they will have your entire day planned for you at the beginning of every day. Everything is pretty automated, and you'll never have to do something different unless told.

In my time I learned a lot from my customer service role and also during my team as part of the management Team, they also provide you with courses to get better at your current role. 

The workplace culture is non-existent, they thrive on saying that they want you to work your best with friendly and positive environment, but they actually just keep pressuring you more and more every single day until you decide to leave, or they decide for you.

Hardest part of the job at Navient is keeping up with everything while maintaining the production levels that vary with the manager at the moment. 



Working at Navient has been one of the most stressful experiences of my career. The high-pressure environment, coupled with unrealistic performance expectations, makes it difficult to maintain a healthy work-life balance. 

Management is more focused on metrics and numbers than on the well-being of employees. This results in constant micromanagement and a lack of support for staff. The workload is overwhelming, and there is little room for error, which creates a tense and anxiety-inducing atmosphere.

Communication from upper management is often poor and inconsistent, leading to confusion and frustration among the team. Despite promises of training and development, opportunities for growth are limited, and recognition for hard work is rare.

Overall, the lack of consideration for employee mental health and the relentless pressure to meet targets make Navient a challenging and stressful place to work. I would not recommend this company to anyone looking for a supportive and balanced work environment.

What is the best part of working at the company?
Navient is amazing.  They understand family life, had high incentives and rewards for performance, and you can access one on one training and learn more with just one message. I loved working for Navient. 

What is the most stressful part about working at the company?
The most stressful part would be being thrown out onto the floor with live customers after only training by the book for a few weeks. But it does help and is necessary for growth.

What is the work environment and culture like at the company?
They accept everyone, and do not discriminate. I had a criminal past, (over 5 years old) that they allowed me to speak about and send documentation that I received treatment and left that life behind. That chance alone is so hard to find in any company. 

What is a typical day like for you at the company?
Phones, calls, and more calls. Minus 2 fifteen minutes breaks, and an hour lunch

What is the best part of working at the company?
The team and your supervisor. They go out of their way to really make sure you get it, answer all your questions without judgement. The bonuses are nice too

What is the most stressful part about working at the company?
Really only those occasional irritated claimants, they can make it hard but you have to understand that it's part of the job.

What is the work environment and culture like at the company?
Awesome, everyone is treated equal and since we work from home it's really a more comfortable work setting.

What is a typical day like for you at the company?
Wake up at 6:45am, start my system. Usually anywhere from 1-5 min before 7 have everything up and ready to go into available by 7. Take some calls, after 2 hrs get a break, go to lunch 2 hrs later, then another 2 goes by for last 15 min break. Go on to finish up with some more calls and then it's clock out time.

as a Licensed Practical Nurse in a hospital it was a rewarding and enriching experience. LPNs play a vital role in providing direct patient care, collaborating with healthcare teams, and ensuring the well-being of patients. Positive experiences in the hospital as an LPN include building meaningful relationships with patients and their families, witnessing the impact of care on patient outcomes, and contributing to the multidisciplinary team's success. LPNs often have the opportunity to develop clinical skills, enhance their knowledge through hands-on experience, and work in a dynamic and fast-paced environment. Additionally, the sense of fulfillment that comes from making a difference in the lives of others and being part of a healthcare team dedicated to improving patient health can be incredibly gratifying for LPNs working in a hospital setting.

I applied here in august and started in the middle of September . Since then I have watched over 50% of the people I started with leave and I wondered why the turnover rate was so high until I became apart of that experiment. If you are young with goals this is not the job for you . No work life balance, no benefits, temporary and can be dropped at any time , and the contract is very strict especially if you are in office. One thing that drives a lot of people out of this job is the micromanaging that takes place every single day. 


USAC (the contract I worked under) will continue to experience high turnover in their horseheads location until they get better management and treat their employees better and not just as if they are children on a leash .

At the start of your day you immediately begin taking calls and updating information for claimants. You have to learn a lot of computer systems and have an entire team helping you with a positive attitude. Management is wonderful and the culture during work is very laid back. That hardest part of the job will be learning new ways to manage calls and update the computer system on a daily basis but the most enjoyable part of the job is that calls stop coming in around 3:30PM so for the last hour and a half you are just chatting with coworkers and updating any work information you need to update. Would highly recommend for anyone wanting office/call center experience.

Job was ok prior to Feb 2024, when ACP began to wind down. I along with many others was force into LWOP or being sent home randomly when hired full time (40 hrs) but now as of June 2024 being sent home due to mandatory leave . It doesn’t matter if permanent or temp agents are getting 16-20 hours when hired for 40 hours.  They refuse to mention unemployment for lack of hours and many could take advantage of this . Navient need to be reported for unfair work practices and have the audacity to post new job openings but sending agents home for same position.  Lied about bounces only to add unattainable metrics to get the monthly $200 promised.

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