Customer Service Specialist

Customer Service Advisor

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 our Brownsville office. You will spend time learning the position and building rapport with your team. Once you've met the established performance expectations, you'll have the opportunity to work from home. Many new hires reach this milestone around three months into the role, though the timing may vary depending on individual progress and support needs.

Pay: $16.50/hour. Potential to earn up to an additional $4.57 per hour based on benefit elections.

Training hours (5 weeks): Monday-Friday 8:30 a.m. CST- 5:00 p.m. CST. Shift post-training: Monday - 1145a-815p, Tuesday - 1045a-715p, Wednesday- 1045a-715p, Thursday - 845a-515p, Friday - 845a-515p. Shift times are based on the company's needs and are 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 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:

• Training to enhance your strong communication skills
• Cross training to utilize web chat, email, text and social media communication with our customers
• Participation in our various professional development programs
• Gaining the knowledge and ability to educate borrowers about their student loans
• 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 default with any federal debt
• Final suitability determination is the sole discretion of the Department of Education

Education:

High school degree or equivalent preferred.

Experience:

1+ year of customer service experience and/or general office experience preferred. Experience in retail or other customer-facing positions or jobs that require a high degree of providing excellent customer experience is desired.

Competencies Skills/Knowledge/Abilities:

• Ability to learn and retain knowledge of the student loan industry
• Service Excellence
• 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

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.

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

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 View phone number on click.appcast.io or View email address on click.appcast.io.

Nelnet is a Drug Free and Tobacco Free Workplace.

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process.