Nelnet Customer Service Representative - Brownsville, TX - July start date

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.

To be considered for this role, you must meet the following location requirement:

· Brownsville, TX (within a 60-mile radius)

Train and work onsite at Nelnet's Brownsville, TX office. You will spend time learning the position and building rapport with your 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 the start date.

Pay: $17.75/hour

Potential to earn up to an additional $4.57 per hour based on benefit elections.

Training (5 weeks):
Monday through Friday: 10:30am-7:00pm

Shift post training:
Saturday: 9:15am – 1:15pm
Monday: 12:45pm – 10:15pm
Tuesday, Thursday, Friday: 9:45am – 7:15pm

Shift times are based on the needs of the company and not flexible at this time. During the training period, time off will generally not be available.

Internet Requirements if virtual or working from home:
- Internet speed of 25 Mbps or higher required (you can test this by going to www.speedtest.net)
- Hardwired internet (Ethernet) connection router, cannot connect via Wi-Fi

In your role as a Customer Service Advisor 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 Advisors 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
o Understanding the financial aspects of student loans and the components that go with it, such as interest rates and credit reporting.

JOB 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 our customers across multiple platforms simultaneously to address questions and resolve issues 
• Utilize your developed ability to communicate effectively with both customers and your team
• Evaluate options available to customer via tool such as internal knowledge base, standard processes, published materials, or escalating to appropriate levels 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

Additional Requirements per Contract: 

• Employment and continued employment are contingent upon obtaining and maintaining a favorable Federal clearance (5C), providing required fingerprints and obtaining PIV-I card in our office

• Must be a United States citizen 

• Must have resided in the United States 3 of the past 5 years 

• The government security clearance process involves collecting and providing information such as 7 years of previous work experience, previous addresses, contact information of people that can verify this information, etc. 

• Must not be delinquent or in de