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.
As a Customer Service Advisor, you will serve as the voice 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. If you enjoy solving problems and interacting with people from across the country, this is the spot for you!
This may be a remote role, which can sit in any of the following locations:
Colorado
Saint Louis, MO
Fayetteville, NC
Nebraska
Harlingen, TX
Brownsville, TX (60 mile radius)
Wisconsin
State locations and specifics subject to change as our hiring requirements shift.
Virtual Training:
Approximately 7 weeks of training, Monday-Friday 8:00am-4:30pm Central Time
Pay Rate:
Start pay rate is dependent on your home location
Colorado: $15 – $17
North Carolina: $15
Nebraska: $15 – $16
Texas: $15
Wisconsin: $15 – $16.16
Additional Requirements:
Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance
Must reside in the United States and be a United States citizen
This process involves collecting and providing 7 years of previous work experience, previous addresses, and contact information of people that can verify this information
Must not be delinquent or in default with any federal debt
Final suitability determination is the sole discretion of the Department of Education
Where You’ll Be Working:
You’ll be working from home!
As a Work-at-Home associate, you will have additional responsibilities concerning your home environment and the requirements regarding the capabilities of your computer and mobile device.
Work-at-Home Technical Requirements:
Computer & Accessories
Nelnet will supply a mini-computer box loaded with all the software necessary for your employment. All equipment must be wired, having a direct connection to either your router or modem.
Nelnet Provides You:
Two monitors and all pertinent cabling
Noise-canceling headset
Webcam
Keyboard
Mouse
Power strip
25ft Ethernet cord
Home Internet Requirements:
15mbps upload & 30mbps download internet speed is required
If you are unfamiliar with your internet speed – you can utilize this free speed test www.speedtest.com
Mobile Device:
You will need a smartphone for the use of a required two-factor authentication application
Home Environment & Work Space
A dedicated, secure workplace that is quiet and free of distractions
Adequate space to set up your workstation, including dual monitor computer
Ability to hardwire internet by plugging directly into your router or modem
Benefits & Perks
Eligible on your first day of employment:
Health, Dental, and Vision Insurance
Generous Earned Time Off (ETO)
Employee Assistance Program
Health & Wellness Incentives
Eligible benefits after 6 months of employment:
401(k) Match
Student Loan Repayment Program
Quarterly Performance Based Incentive (up to $300 per quarter!)
Visit our benefits webpage for more information
Job Responsibilities
Respond to incoming borrower interactions (inbound & outbound calls, chat, email, text) and provide follow-up on inquiries 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 the 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 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