Customer Service Representative - Madison, WI - January 2025 Start Date

About the position

The Customer Service Representative at Nelnet is responsible for providing exceptional service to customers regarding their student loans. This role involves interacting with customers through various communication channels, including phone calls, emails, and chats, to address inquiries and resolve issues. The position requires a commitment to performance excellence and continuous improvement, with opportunities for professional development and advancement within the company.

Responsibilities

• Interact with customers on their accounts, including inbound and outbound phone calls, email, chat and text as assigned
• Utilize basic math & PC skills to track, troubleshoot and accurately update information on customer accounts
• Maintain and ensure integrity of data and sensitive information
• Work with customers across multiple platforms simultaneously to address questions and resolve issues
• Utilize developed communication skills effectively with both customers and team members
• Evaluate options available to customers via internal knowledge base, standard processes, published materials, or escalate as needed
• Perform other tasks related to resolving customer needs by displaying ownership and deescalating calls/contacts
• Research to provide customer inquiries with resolutions in accordance with established laws, regulations, and policies
• Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy
• Contribute to Continuous Process Improvement

Requirements

• High school diploma or GED preferred
• 1+ year of customer service experience and/or general office experience preferred
• Experience in retail or other customer-facing positions is desired
• Ability to learn and retain knowledge of the student loan industry
• Strong oral and written communication skills
• Listening comprehension and reading comprehension
• Teamwork and collaboration skills
• Attention to detail and accuracy
• Proficiency in MS Office
• Basic business math skills
• Problem-solving abilities
• Ability to manage multiple priorities

Nice-to-haves

• Experience in a call center environment
• Bilingual skills, especially in Spanish

Benefits

• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee stock purchase plan
• Flexible spending account
• Health insurance
• 401K/student loan repayment
• Life insurance
• Tuition reimbursement
• Performance-based incentive pay
• Short- and long-term disability
• Wellness program