Assistant Account Manager- NBS

Nelnet, Inc.; Nebraska; Hybrid; USD 47,279,000 - 48,712,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA and FSA

401K

Job summary

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a customer-focused agent to handle payer/applicant inquiries via phone and email, resolve issues, and guide account setup with care.

You will update records, perform outbound follow-ups, and own escalated cases while maintaining excellent attendance and timely performance. Shifts are 8am-4:30pm or 9am-5:30pm Central.

Qualifications

• 2+ years of customer service in a call center.
• High school diploma or equivalent required.
• Ability to meet quality and productivity standards.

Responsibilities

• Respond to incoming payer/applicant calls and emails; resolve issues.
• Assist payers/applicants in setting up accounts.
• Educate payers/applicants about their accounts.
• Update demographic information on accounts.
• Make outbound contacts when needed for research and resolution.
• Troubleshoot and own escalated calls to resolution.
• Demonstrate reliable attendance and punctuality.

Skills

Active listening

Customer service

Communication

Multitasking

Teamwork

Attendance reliability

Problem solving

Education

High school diploma

2 years college/technical school preferred

Job description

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.

Job Responsibilities

• Actively display a “can do” attitude and uphold the Performance Based Organization (PBO) principles.
• 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.
• 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, when necessary, including outbound contact when appropriate.
• Independently troubleshoot and provide problem resolution to address payer/applicant issues or needs. by displaying ownership on escalated calls
• 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.
• Meet and/or exceed department standards of quality and quantity as per department policies.

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.

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

• Ability to consistently meet or exceed department standards.
• Ability to thrive in a team environment.
• Accountable and willing to take ownership.
• Ability to maintain excellent attendance and timeliness to guarantee appropriate customer service levels.
• Strong focus on customer satisfaction.
• Understanding of the importance of active listening skills and the ability to utilize these skills to properly service customers.
• Ability to manage multiple priorities.
• Strong oral communications skills.
• Ability to handle stressful situations and meet multiple deadlines.
• Strong critical thinking and problem solving skills.
• Excellent accuracy with attention to detail

Benefits Package

• 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
• a robust wellness program

Click here to learn more about our benefits: Benefits & Perks - Nelnet Inc

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.

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