Would you like to correspond with Navient's senior management?

The Office of the Customer Advocate reviews and responds to customer inquiries addressed to the executive leadership staff of Navient. Working closely with teams across the company, our Customer Advocates are dedicated to ensuring that your feedback is heard.


John Kane

Group President, Business Processing Solutions

"We consistently evaluate our operating model dynamics to find better, more efficient ways of doing business. As a growing company, it’s particularly important for us to challenge the status quo as we build the foundation for Navient’s future, while ensuring the success of our clients and customers."


John Kane began his business career at a young age. When he was 10 years old, he started a newspaper route and later held numerous part-time jobs. That early work experience has helped build the foundation for his current role as group president, business processing solutions, at Navient.

"With each job, I learned more about how businesses operate. And although Navient’s operations are arguably more complicated than my paper route, those basics still hold true."

After graduating from the University of Delaware in 1990 with a degree in economics, John took a job as a customer assistance representative in the collections department at MBNA, a credit card company.

"It provided valuable insight into the customer experience." During his 17 years with MBNA, John held numerous roles in operations, information technology, and business analytics.

In 2008, John joined Sallie Mae to lead the asset recovery division, where he managed the development of a new loan modification program to assist student loan customers experiencing financial difficulties.

"The program helped customers get back on the path to successful repayment," he says. "It was gratifying to read their success stories."

He later went on to manage credit operations and create an enterprise project management group. In 2013, he oversaw the strategic corporate project that separated the company into two new entities: Sallie Mae and Navient. Intense preparation led to a smooth transition, and in Navient's first year of launch he served as chief operating officer.

"We did our best to anticipate and prepare for the unexpected, knowing curve balls were inevitable with a project of this scale."

As Navient’s group president for business processing solutions, John oversees federal, state and local collections businesses, and portfolio management, which recover billions of dollars on behalf of clients and taxpayers while also assisting customers on the path to financial success.

Born in New York City, John continues to be an active New York sports fan who also enjoys spending time with friends and family, including his two children.

At Navient, John is focused on quality client service and growth. He says, "In today’s environment, it’s more important than ever that we evaluate our business from all angles if we are to anticipate issues and act on opportunities quickly."