Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer. As a Customer Service Advisor, you will assist customers with their student loan inquiries and strive to provide a superior customer experience through effective communication and problem-solving skills.
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
Skills
- Must meet the location requirement: Lincoln, NE (within a 60 mile radius)
- Must train and work onsite at Nelnet's 401 building
- Internet speed of 25 Mbps or higher required (hardwired internet connection)
- 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
- Employment and continued employment are contingent upon obtaining and maintaining a favorable Federal clearance (5C)
- Must be a United States citizen
- Must have resided in the United States 3 of the past 5 years
- Must not be delinquent or in default with any federal debt
- High school degree or equivalent
- 1+ year of customer service experience and/or general office experience
- Experience in retail or other customer-facing positions or jobs that require a high degree of providing excellent customer experience
Benefits
- 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
- Robust wellness program
Company Overview
Nelnet provides business, communications, and financial services. It was founded in 1996, and is headquartered in Lincoln, Nebraska, USA, with a workforce of 5001-10000 employees. Its website is https://nelnetinc.com.