Temporary Customer Service Advisor - Aurora

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

Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy

Contribute to Continuous Process Improvement

Ensure integrity of date and information

Update information on accounts in the Loan Servicing and/or consolidation systems.

Perform other tasks related to resolving customer needs, by displaying ownership on escalated calls.

Contact customers on accounts, including outbound customer contact when appropriate.

Negotiate transactions in accordance with established laws, regulations , and policies,

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:

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

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

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.

Please apply online at: https://careers-nelnet.icims.com/jobs/11150/temporary-customer-service-advisor-aurora/job?mode=view