Nelnet - Customer Support Representative (Bilingual in French)

Nelnet is a diversified and innovative company committed to enriching lives through the power of service. The primary role of the bilingual agent is to handle inbound calls from existing and potential customers in English and Quebecois French, providing superior service and assisting borrowers with loans.

Responsibilities

• Identify borrower needs and analyze their financial capacity
• Provide customized solutions and information on debt management options
• Achieve individual productivity targets as assigned, contributing to inbound service target adherence as well as overall client-driven repayment success measures
• Use discretion and maintain confidentiality in handling sensitive information
• Understand the importance of escalating issues for resolution following established escalation processes

Skills

• Bilingual in English and Quebecois French
• Entry level bilingual candidates, and new grads encouraged to apply
• Completion of High School diploma
• Demonstrated oral and written communication skills in both English and Quebecois French is a must
• Computer proficiency and keyboarding skills with the ability to type quickly and accurately and navigate with ease
• Excellent problem-solving skills and ability to think quickly and logically
• Exceptional attention to detail and the ability to work with minimal supervision
• Ability to deal with emotional and irate borrowers, while maintaining a professional demeanor and handle complex calls when they arise
• Strong aptitude for learning new systems and technologies with the ability to integrate
• Progressive experience in a Call Centre, Customer Service or Telemarketing environment an asset
• CISCO phone system experiences an asset
• Ability to complete background checks including Credit, Criminal and Reliability Clearance

Company Overview