Assistant Account Manager- NBS

Nelnet; Frankfort (KY); À distance; USD 23 000 - 24 000; Plein temps

Avantages offerts par ce poste

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

Robust wellness program

Résumé du poste

Nelnet is seeking a Remote, full-time Customer Service Specialist to respond to payer/applicant inquiries by phone and email, resolve account issues, and provide information on accounts. The role requires a high school diploma and 2 years of related experience, with a preference for call center exposure.

Shifts are 8am-4:30pm or 9am-5:30pm Central Time, Monday to Friday. Pay rate is $16.50-$17.00 per hour, with comprehensive benefits and no visa sponsorship.

Qualifications

• High school diploma required.
• 2 years of college or technical school preferred; work experience may substitute.
• Experience in a call center or customer service environment preferred.

Responsabilités

• Answer incoming calls and emails, resolving payer/applicant account issues.
• Assist payers/applicants in setting up accounts and updating information.
• Educate customers on account details and policies.
• Conduct outbound contacts when needed for account research or follow-up.
• Maintain attendance and punctuality; handle scheduled shifts.
• Meet or exceed department standards of quality and quantity.

Connaissances

Attendance and timeliness

Customer service

Active listening

Multi-tasking

Problem solving

Communication

Team player

Accountability

Stress management

Attention to detail

Formation

High school graduate

2 years college/technical school (or work experience substitution)

Description du poste

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:

8am-4:30pm & 9am-5:30pm 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

• 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
• 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)