Customer Service - Advisor I
Position Summary: Respond to incoming borrower interactions (inbound & outbound calls, webchats) and provide follow-up on inquires as needed. Principal Responsibilities: - Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy. - Contribute to Continuous Process Improvement. - Ensure integrity of data and information. - Update information on accounts in the Loan Servicing and/or Originations 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 within team as needed, including assisting new associates with training needs.
Requirements:
Education and Experience Requirements: - Associates degree preferred. - 1 to 3 years customer service experience and/or general office experience preferred. - Knowledge of student loan industry Loan Servicing and/or Originations systems preferred.
Competencies: Proficiency Levels (lowest to highest: P1, P2, P3, or P4) - Service Excellence (B160) P2 Oral communications (I400) P2 Written communications (I450) P1 Teamwork (I950) P2 Accuracy/Attention to Detail (I960) P2 Working with MS Office (BT200) P1 Business Math (B760) P2 Problem Solving (I350) P1 Managing Multiple Priorities (M350) P1 Physical Requirements: Significant time sitting, keyboard & mouse work. Must be able to work flexible shifts.
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.
