Helping Agencies Meet an Unprecedented Moment
State and local agencies experienced massive spikes in Unemployment Insurance (UI) inquiries and claims stemming from COVID-19 business impacts.
Navient engaged with state UI agencies to rapidly deploy technology and specialized, bilingual staffing solutions that met claimants’ urgent needs.
From March to November 2020 alone, Navient trained thousands of new representatives for our clients’ urgent program needs.
Advanced Customer Experience
Discover how we helped states’ UI agencies – and their millions of claimants – navigate the pandemic.
Deployed a solution in about 5 business days
Provided telephony technology and nearly 300 experienced customer service agents who assisted with resolving:
Status (eligibility; Able and Available; etc.)
BPC/questionable identity (QI)
Website co-browsing and decision support
Within a week, cleaned up backlog of 1,000+ accounts flagged for potential fraud and cleaned up 10,000+ accounts within three months
Reduced wait times for claimants by more than 4,000%, ensuring a better constituent experience
Mid-Atlantic State #1
Provided experienced staffing resources for approximately 500 customer service agents who assisted with benefit claims, general inquiries, document processing, and ongoing claims support
Deployed a solution in 5 business days
In first six months, interacted with more than 2 million claimants
Efficiency results up to 32% better than those of other providers on the contract
Mid-Atlantic State #2
Provided experienced staffing resources for approximately 300 customer service agents who assisted with benefit claims, general inquiries, and ongoing claims support
Deployed a solution in 10 business days
Handled more than 740,000 inbound calls and placed more than 537,000 callbacks
99.999% system uptime
“I lost my job due to COVID-19, which has been immensely difficult financially and emotionally. [Navient employee] explained in detail, was positive and friendly and the most thorough customer service rep I’ve ever spoken to.”
– UI claimant