Assistant Account Manager- NBS

Nelnet; Cheyenne (WY); Remote; USD 23,000 - 24,000; Full time

Benefits offered by this job

Medical, dental, vision

401K + student loan repayment

Tuition reimbursement

Wellness program

Job summary

Nelnet is hiring for a remote, full-time customer service role in the United States. The position handles payer/applicant inquiries via calls and emails, with opportunities to perform account research, issue resolution, and proactive outreach. Requires a high school diploma and 2+ years in a call center environment.

Competitive benefits and schedule options are provided. Pay ranges from $16.50 to $17.00 per hour, with standard benefits including medical, dental, vision, 401K, and tuition

Qualifications

• Required: High school graduate.
• Preferred: 2 years of college/technical school (can substitute related work experience).
• 2+ years of related customer service experience within a call center.

Responsibilities

• Respond to incoming payer/applicant calls and emails, resolving payment account issues and follow-up on inquiries.
• Make outbound phone calls and send emails for account research and problem resolution.
• Assist payers/applicants in setting up accounts.
• Provide pertinent information to educate payers/applicants on their account.
• Update demographic and additional information on payer/applicant account.
• Contact payers/applicants regarding their accounts, including outbound outreach.
• Independently troubleshoot and provide problem resolution to address payer/applicant issues or needs with ownership on escalated calls.
• Model and promote good attendance behaviors within the department; arrive on time for scheduled shifts.
• Meet and exceed department standards of quality and quantity.

Skills

Customer service

Call center

Excellent communication

Attendance

Multitasking

Problem solving

Education

High school diploma

2 years college/technical school

Job description

Remote

Full time

R23177

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

Responds to incoming payer/applicant phone calls and emails, resolving various issues related to their payment accounts and provides follow-up on inquiries. Also makes outbound phone calls and sends emails associated with account research and problem resolution.

Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

Shifts to be filled:

9:00am-5:30pm, 9:30am-6pm, or 10:00am-6:30pm Central Time

Monday -Friday

Pay rate for this position is $16.50-$17.00 per hour, depending on experience.

Job Responsibilities:

1. Actively display a “can do” attitude and uphold the Performance Based Organization (PBO) principles.

2. Answer incoming calls from the ACD line/e-mail inquiries as a top priority and engage callers one-on-one, serving as a positive first point of contact.

3. Assist payers/applicants in setting up accounts.

4. Provide pertinent information to educate payers/applicants on their account.

5. Update demographic and additional information on payer/applicant account.

6. Contact payers/applicants regarding their accounts, when necessary, including outbound contact when appropriate.

7. Independently troubleshoot and provide problem resolution to address payer/applicant issues or needs. by displaying ownership on escalated calls

8. Model and promote good attendance behaviors within the department. Arrive on time and be prepared to take phone calls at scheduled start time. Attend work each scheduled day for the entire shift scheduled. Request leave time in advance of the need. Limit unplanned absences, and when there is an unplanned need to be absent, notify your supervisor or a member of management as soon as the need arises.

9. Meet and/or exceed department standards of quality and quantity as per department policies.

EDUCATION:

Required: High school graduate

Preferred: At least 2 years of college/technical school (ability to substitute related work experience for college/technical school requirements).

EXPERIENCE:

2+ years of related customer service experience within a call center.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

1. Ability to consistently meet or exceed department standards.

2. Ability to thrive in a team environment.

3. Accountable and willing to take ownership.

4. Ability to maintain excellent attendance and timeliness to guarantee appropriate customer service levels.

5. Strong focus on customer satisfaction.

6. Understanding of the importance of active listening skills and the ability to utilize these skills to properly service customers.

7. Ability to manage multiple priorities.

8. Strong oral communications skills.

9. Ability to handle stressful situations and meet multiple deadlines.

10. Strong critical thinking and problem solving skills.

11. Excellent accuracy with attention to detail

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: Benefits & Perks - Nelnet Inc (https://nelnet.com/careers/benefits-perks/)

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

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 [e-mail] .

Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. A lot more. We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.

EEO Info (https://nelnetinc.com/wp-content/uploads/EEO-poster.pdf) | EEO Letter (https://nelnet.com/wp-content/uploads/EEO-Jeffs-Letter.pdf) | EPPA Info (https://nelnetinc.com/wp-content/uploads/Employee-Polygraph-Protection-Act-Poster.pdf) | FMLA Info (https://nelnetinc.com/wp-content/uploads/FMLA-Leave.pdf)