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:· Madison, WI (within a 60 mile radius)Train and work onsite at Nelnet's 2401 International Lane building. 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-Friday 8:00am - 4:30pm CSTHours after training:Monday-Friday 8:00am - 4:30pm CSTShift 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 skillso Cross training to utilize web chat, email, text and social media communication with our customerso Participation in our various professional development programso Gaining the knowledge and ability to educate borrowers about their student loanso 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 EducationEDUCATION: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 job that require a high degree of providing excellent customer experience desired.COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
Ability to learn and retain knowledge of 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
#INDMadisonOur 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. Click here to learn more about our benefits: LINK (http://nelnetinc.com/careers/benefits/) .Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or 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 or State law or local ordinance.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 402-486-5725 or corporaterecruiting@nelnet.net .Nelnet is a Drug Free and Tobacco Free Workplace.You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. A lot more. We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.EEO Info (https://nelnetinc.com/wp-content/uploads/EEO-poster.pdf) | EEO Letter (https://nelnetinc.com/wp-content/uploads/EEO-Jeffs-Letter.pdf) | EPPA Info (https://nelnetinc.com/wp-content/uploads/Employee-Polygraph-Protection-Act-Poster.pdf) | FMLA Info (https://nelnetinc.com/wp-content/uploads/FMLA-Leave.pdf)
