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, 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.
The Nelnet team will provide services to assist the Nevada Benefit Payment Control (BPC) Unit in reviewing initial claims suspected to be fraudulent. Associates will be trained on documentation review and inbound and outbound phone work.
Respond to customer interactions (reviewing claims, inbound & outbound calls, and email) and provide follow-up on inquires as needed.
Interact with customers on their accounts, including inbound and outbound phone calls
Contact customers on accounts, including outbound customer contact when appropriate.
Maintain and ensure integrity of data and sensitive information
Work with our customers across multiple platforms simultaneously to address questions and resolve issues
Accurately update information on customer accounts
Utilize your developed ability to communicate effectively with both customers and your team
Perform other tasks related to resolving customer needs by displaying ownership and de-escalating 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
EDUCATION:
High school degree or equivalent preferred
EXPERIENCE:
This is an entry level role.
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 unemployment claims
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