Customer Service Representative - Lincoln, NE

  • Nelnet
  • Lincoln, NE
  • About 2 months ago

Job Description

Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities.
The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.
In your role as a Customer Service Representative you will serve as the face of Nelnet to our customers. Your primary responsibility includes helping customers with their student loans inquiries, whether it be general questions, payment processing or payment options.

We will provide you with a fun and engaging work environment as well as thorough training to ensure you are equipped to provide a superior customer experience. Each day your goal is to empower our customers to manage their student loans by providing a superior customer experience.

Nelnet is committed to providing our Customer Service Representatives with tools to develop and advance in their Nelnet career.

Some examples of those tools are:
o Training to enhance your strong communication skills
o Cross training to utilize web chat, email, text and social media communication with our customers
o Participation in our various professional development programs
o Gaining the knowledge and ability to educate borrowers about their student loans
Train and work onsite at Nelnet's 401 building, right in the heart of the new Telegraph District. You will spend time learning the position and building rapport with your customer service team.
After meeting predefined performance expectations, you will be offered the opportunity to work from home. The timeline to work from home would be approximately 3 months after start date.
Pay: $17.20/hour (plus an extra $1 per hour for Spanish speaking!)
Potential to earn up to an additional $4.57 per hour based on benefit elections.
Training hours:
Monday-Wednesday 10:45am-7:15pm CST
Thursday-Friday 8:45am - 5:15pm CST
Hours after training:
Monday 11:45am-8:15pm CST
Tuesday and Wednesday 10:45am-7:15pm CST
Thursday and Friday 8:45am-5:15pm CST

Respond to incoming borrower interactions (inbound & outbound calls, chat, email, text) and provided follow-up on inquires as needed.
1. Interact with customers on their accounts, including inbound and outbound phone calls
2. Contact customers on accounts, including outbound customer contact when appropriate.
3. Maintain and ensure integrity of data and sensitive information
4. Work with our customers across multiple platforms simultaneously to address questions and resolve issues
5. Accurately update information on customer accounts
6. Utilize your developed ability to communicate effectively with both customers and your team
7. Perform other tasks related to resolving customer needs by displaying ownership and de-escalating calls/contacts
8. Research to provide customer inquiries with resolutions in accordance with established laws, regulations, and policies
9. Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy
10. Contribute to Continuous Process Improvement

High school degree or equivalent preferred
This is an entry level role.
1+ year of customer service experience and/or general office experience preferred.
Experience in retail or other customer facing positions or job that require a high degree of providing excellent customer experience desired.
1. Ability to learn and retain knowledge of student loan industry
2. Service Excellence
3. Strong oral and written communication skills
4. Listening comprehension, reading comprehension
5. Teamwork
6. Accuracy/Attention to Detail
7. Work with MS Office
8. Business Math
9. Problem Solving
10. Managing Multiple Priorities
This position requires work in support of the Company’s contract with the United States Department of Education (“ED”). As such, the United States Government requires that any applicant for this position must complete United States Government security clearance. Effective June 1, 2018, ED has informed Nelnet that security clearance applications for foreign nationals are not being accepted or processed. In light of this direction from ED, Nelnet will be unable to hire applicants without United States citizenship for such positions.
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits:
Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or .
Nelnet is a Drug Free and Tobacco Free Workplace.

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