Nelnet Customer Service Representative - Lincoln, NE - January 2025 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:

· Lincoln, NE (within a 60 mile radius)

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 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 (5 weeks):
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

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 for virtual or working from home:
- Test your internet speed by going to www.speedtest.net.
- For optimal performance, Nelnet requires: Ping of 0-59 ms, Download speed of at least 30 Mbps and Upload speed of at least 15 Mbps.
- Hardwired internet (ethernet) connection from a router is required, cannot connect via Wi-Fi.
- Be prepared to provide proof of Internet Service Provider billing statement and speed test results upon starting with Nelnet.

SUMMARY:

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:

1. Interact with customers on their accounts, including inbound and outbound phone calls, email, chat and text as assigned

2. Utilize basic math & PC skills to track, troubleshoot and accurately update information on customer accounts

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. Utilize your developed ability to communicate effectively with both customers and your team

6. Evaluate options available to customer via tool such as internal knowledge base, standard processes, published materials, or escalating to appropriate levels as needed

7. Perform other tasks related to resolving customer needs by displaying ownership and deescalating 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

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

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