What are the responsibilities and job description for the Customer Service Advisor - start in November! position at Nelnet?
Our mission of "doing what's right to change lives for the better" isn't just a slogan. It's the guiding principle in everything we do. The culture at Great Lakes has attracted employees who all share a belief in the value of higher education. They stay because we invest in our communities and reward people for doing what's right.
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 withany 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 ([ Link removed ] - Click here to apply to Customer Service Advisor - start in November! **for more information****
**JOB RESPONSIBILITIES:**
Respond to incoming borrower interactions (inbound & outbound calls, chat, email, text) and provided follow-up on inquires as needed.
1. Interact with customers on their accounts, including inbound and outbound phone calls
2. Contact customers on accounts, including outbound customer contact when appropriate.
3. Maintain and ensure integrity of data and sensitive information
4. Work with our customers across multiple platforms simultaneously to address questions and resolve issues
5. Accurately update information on customer accounts
6. Utilize your developed ability to communicate effectively with both customers and your team
7. Perform other tasks related to resolving customer needs by displaying ownership and de-escalating calls/contacts
8. Research to provide customer inquiries with resolutions in accordance with established laws, regulations, and policies
9. Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy
10. 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:**
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, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ([ Link removed ] - Click here to apply to Customer Service Advisor - start in November! .
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 Corporate Recruiting at
Nelnet is a Drug Free and Tobacco Free Workplace.
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 withany 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 ([ Link removed ] - Click here to apply to Customer Service Advisor - start in November! **for more information****
**JOB RESPONSIBILITIES:**
Respond to incoming borrower interactions (inbound & outbound calls, chat, email, text) and provided follow-up on inquires as needed.
1. Interact with customers on their accounts, including inbound and outbound phone calls
2. Contact customers on accounts, including outbound customer contact when appropriate.
3. Maintain and ensure integrity of data and sensitive information
4. Work with our customers across multiple platforms simultaneously to address questions and resolve issues
5. Accurately update information on customer accounts
6. Utilize your developed ability to communicate effectively with both customers and your team
7. Perform other tasks related to resolving customer needs by displaying ownership and de-escalating calls/contacts
8. Research to provide customer inquiries with resolutions in accordance with established laws, regulations, and policies
9. Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy
10. 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:**
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, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ([ Link removed ] - Click here to apply to Customer Service Advisor - start in November! .
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 Corporate Recruiting at
402-486-5725
or [ Email address blocked ] - Click here to apply to Customer Service Advisor - start in November! .Nelnet is a Drug Free and Tobacco Free Workplace.
Recommended Skills
- Attention To Detail
- Business Mathematics
- Communication
- Curiosity
- Customer Demand Planning
- Customer Experience
Salary : $15 - $17
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