Job Description

Overview

Respond to incoming borrower interactions (inbound & outbound calls, web-chats) and provided follow-up on inquires as needed.

THIS POSITION REQUIRES WORK IN SUPPORT OF THE COMPANY’S CONTRACT WITH THE UNITED STATES DEPARTMENT OF EDUCATION (“ED”). AS SUCH, THE UNITED STATES GOVERNMENT REQUIRES THAT ANY APPLICANT FOR THIS POSITION MUST COMPLETE UNITED STATES GOVERNMENT SECURITY CLEARANCE. EFFECTIVE JUNE 1, 2018, ED HAS INFORMED NELNET THAT SECURITY CLEARANCE APPLICATIONS FOR FOREIGN NATIONALS ARE NOT BEING ACCEPTED OR PROCESSED. IN LIGHT OF THIS DIRECTION FROM ED, NELNET WILL BE UNABLE TO HIRE APPLICANTS WITHOUT UNITED STATES CITIZENSHIP FOR SUCH POSITIONS.

Please note: Due to the current pandemic circumstances, training will be conducted virtually; in the convenience of your own home! Your home work space must be a quiet and dedicated space for you to work in, without distractions.

To ensure you are set up for success during your employment, you will need reliable high speed internet, which must be hardwired into your router. Wi-Fi connection will not be adequate for the work being performed.

All of the necessary computer equipment, headset and training materials will be provided. Your home set up will consist of a computer tower, 2 monitors, keyboard, mouse and a 25’ Ethernet internet cord. *Please note this is company property and will be returned to Nelnet upon conclusion of the work from home status.

The opportunity to continue working from home may extend beyond the training period, however, this position will reside in a Nelnet office as soon as our associates return to the office.

Responsibilities

1. Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy
2. Contribute to Continuous Process Improvement
3. Ensure integrity of date and information
4. Update information on accounts in the Loan Servicing and/or consolidation systems.
5. Perform other tasks related to resolving customer needs, by displaying ownership on escalated calls.
6. Contact customers on accounts, including outbound customer contact when appropriate.
7. Negotiate transactions in accordance with established laws, regulations , and policies,
8. Serve as a resource person with them as needed, including assisting new associates with training needs.

Qualifications

EDUCATION:

High school degree or equivalent required.

EXPERIENCE:

1 to 3 year customer service experience and/or general office experience preferred.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

1. Knowledge of student loan industry, Loan Servicing and/or Originations systems preferred.
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

EEO Statement

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 Nelnet Talent Acquisition & Recruiting. Nelnet is a drug free and tobacco free workplace.

Company Description

Nelnet is a leading student loan servicer – but we’re even more than that. We provide payment technology for over 1,300 higher education institutions and 11,500 K-12 schools. We deliver world-class fiber internet, TV, and phone services to residents of Nebraska and Colorado. We help borrowers achieve their educational goals with private student loan and refinance solutions. And we help businesses boost their performance with our cutting-edge technology and trusted expertise. Each day, over 6,500 Nelnet associates in more than 30 communities across the country work to serve our customers and make their dreams possible. And we’re on the lookout for new people to help us go even further.