Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer. In this role as a Customer Service Advisor, you will help customers with their student loan inquiries and provide a superior customer experience through effective communication and problem-solving.
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 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
- Final suitability determination is the sole discretion of the Department of Education
- 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
- High school degree or equivalent preferred
- 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
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
- A robust wellness program
- Tools to develop and advance in their Nelnet career
- 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.
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.