Nelnet Customer Service Representative - Brownsville, TX - July start date
Nelnet Customer Service Representative - Brownsville, TX - July start date
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Salary Not Disclosed
1 Vacancy
Job Description
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 K12 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 youre 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 60mile radius)
Train and work onsite at Nelnets Brownsville TX office. 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 the start date.
Pay: $17.75/hour
Potential to earn up to an additional $4.57 per hour based on benefit elections.
Training (5 weeks)
Shift post training:
Saturday: 9:15am 1:15pm
Monday: 12:45pm 10:15pm
Tuesday Thursday Friday: 9:45am 7:15pm
Shift 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 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 WiFi
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 skills
o Cross training to utilize web chat email text and social media communication with our customers
o Participation in our various professional development programs
o Gaining the knowledge and ability to educate borrowers about their student loans
o 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 PIVI 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 job that require a high degree of providing excellent customer experience desired.
COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:
1. Ability to learn and retain knowledge of student loan industry
2. Service Excellence
3. Strong oral and written communication skills
4. Listening comprehension reading comprehension
5. Teamwork
6. Accuracy/Attention to Detail
7. Work with MS Office
8. Business Math
9. Problem Solving
10. 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 performancebased incentive pay short and longterm disability and a robust wellness program. Click here to learn more about our benefits: LINK.
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 ator.
Nelnet is a Drug Free and Tobacco Free Workplace.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
