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Nelnet GL Educational Loan Services - Customer Service Advisor in Des Moines, Iowa

Our mission of "doing what's right to change lives for the better" isn't just a slogan. It's the guiding principle in everything we do. The culture at Great Lakes has attracted employees who all share a belief in the value of higher education. They stay because we invest in our communities and reward people for doing what's right.

Summary

In your role as a Customer Service Advisor you will serve as the face of Great Lakes to our customers. Your primary responsibility includes helping customers with their student loans inquiries, whether it be general questions, payment processing or payment options. We will provide you with a fun and engaging work environment as well as thorough training to ensure you are equipped to provide a superior customer experience. Each day your goal is to empower our customers to manage their student loans by providing a superior customer experience.

Great Lakes is committed to providing our Customer Service Advisors with tools to develop and advance in their Nelnet career. Some examples of those tools are:

o Training to enhance your strong communication skills

o Cross training to utilize web chat, email, text and social media communication with our customers

o Participation in our various professional development programs

o Gaining the knowledge and ability to educate borrowers about their student loans

o Understanding the financial aspects of student loans and the components that go with it, such as interest rates and credit reporting.

About the training:

• Approximately 7 week training class

• Training 8:00 a– 4:30 p CST, Monday-Friday

• Participation each day is required

Shift after training:

• 12:30p - 9:00p CST Monday - Friday (No weekend hours!)

Great Pay!

The pay for this position starts at $15.00 per hour (based upon your location)

Bilingual (Spanish) individuals can earn an additional $1.00/hour differential.

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 Great Lakes/Nelnet that security clearance applications for foreign nationals are not being accepted or processed. In light of this direction from ED, Great Lakes/Nelnet will be unable to hire applicants without United States citizenship for such positions.

JOB RESPONSIBILITIES:

Respond to incoming borrower interactions (inbound & outbound calls, chat, email, text) and provided follow-up on inquires as needed.

  1. Interact with customers on their accounts, including inbound and outbound phone calls

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

  3. Maintain and ensure integrity of data and sensitive information

  4. Work with our customers across multiple platforms simultaneously to address questions and resolve issues

  5. Accurately update information on customer accounts

  6. Utilize your developed ability to communicate effectively with both customers and your team

  7. Perform other tasks related to resolving customer needs by displaying ownership and de-escalating calls/contacts

  8. Research to provide customer inquiries with resolutions in accordance with established laws, regulations, and policies

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

  10. Contribute to Continuous Process Improvement

EDUCATION:

High school degree or equivalent preferred

EXPERIENCE:

This is an entry level role.

1+ year of customer service experience and/or general office experience preferred.

Experience in retail or other customer facing positions or job that require a high degree of providing excellent customer experience desired.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

  1. Ability to learn and retain knowledge of student loan industry

  2. Service Excellence

  3. Strong oral and written communication skills

  4. Listening comprehension, reading comprehension

  5. Teamwork

  6. Accuracy/Attention to Detail

  7. Work with MS Office

  8. Business Math

  9. Problem Solving

  10. Managing Multiple Priorities

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: LINK (http://nelnetinc.com/careers/benefits/) .

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 Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net .

Nelnet is a Drug Free and Tobacco Free Workplace.

Nelnet is a leading student loan servicer – but we’re even more than that. We’re a professional services company, telecommunications innovator, and K-12 and higher education expert (and that’s just the shortlist). For over 40 years, we’ve been serving our customers and making their dreams possible.

EEO Info (https://nelnetinc.com/wp-content/uploads/EEO-poster.pdf) | EEO Letter (https://nelnetinc.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)

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