Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer. As a Customer Service Advisor, you will assist customers with their student loan inquiries, ensuring a superior customer experience through effective communication and problem-solving skills.

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

Skills

• Must meet the location requirement: Lincoln, NE (within a 60 mile radius)
• Train and work onsite at Nelnet's 401 building
• Internet speed of 25 Mbps or higher required
• Hardwired internet (Ethernet) connection router, cannot connect via Wi-Fi
• Employment and continued employment are contingent upon obtaining and maintaining a favorable Federal clearance (5C)
• Must be a United States citizen
• Must have resided in the United States 3 of the past 5 years
• Must not be delinquent or in default with any federal debt
• Final suitability determination is the sole discretion of the Department of Education
• High school degree or equivalent preferred
• 1+ year of customer service experience and/or general office experience preferred
• Experience in retail or other customer-facing positions or jobs that require a high degree of providing excellent customer experience is desired

Benefits

• 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
• A robust wellness program
• Training to enhance your strong communication skills
• Cross training to utilize web chat, email, text and social media communication with our customers
• Participation in our various professional development programs
• Gaining the knowledge and ability to educate borrowers about their student loans
• Understanding the financial aspects of student loans and the components that go with it, such as interest rates and credit reporting.

Company Overview