About the position
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 this role, you will respond to incoming borrower interactions, which include inbound and outbound calls as well as web-chats, and provide follow-up on inquiries as needed. External candidates must reside within 60 miles of Lincoln, NE, Brownsville, TX, or Atlanta, GA to be eligible for this role. The training hours are Monday through Friday from 8:00 AM to 4:30 PM CST, with a permanent schedule after training from 11:35 AM to 8:05 PM CST. Pay during training is $14.00 per hour, and after training, it increases to $14.50 per hour.
Responsibilities
- Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy
- Contribute to Continuous Process Improvement
- Ensure integrity of data and information
- Update information on accounts in the Loan Servicing and/or consolidation systems
- Perform other tasks related to resolving customer needs, by displaying ownership on escalated calls
- Contact customers on accounts, including outbound customer contact when appropriate
- Negotiate transactions in accordance with established laws, regulations, and policies
- Serve as a resource person with them as needed, including assisting new associates with training needs.
Requirements
- High school degree or equivalent required
- 1 to 3 years customer service experience and/or general office experience preferred
- Knowledge of student loan industry, Loan Servicing and/or Originations systems preferred
- Strong oral and written communication skills
- Listening comprehension, reading comprehension
- Teamwork
- Accuracy/Attention to Detail
- Work with MS Office
- Business Math
- Problem Solving
- Managing Multiple Priorities
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Health Savings Account (HSA)
- Flexible Spending Account (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
- Robust wellness program
