Customer Service Representative

1 month ago

Blacksburg, Virginia, United States Nelnet Full time

Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities.

The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.

JOB RESPONSIBILITIES:

  1. Work with multiple teams to assist customers during deposit account and/or home improvement loan processes via telephone and electronic communications (Google Voice, Email, Etc.)
  2. Answer inbound customer calls in a courteous and professional manner
  3. Participate in reviewing/auditing back-end customer items such as applications and account items for multiple departments
  4. Assist customers with account inquiries, ACHs, wires, and online banking
  5. Keep customer inquiries and needs organized and precise while using multiple processing and case management systems simultaneously
  6. Utilize excellent listening skills to understand the customer's concern or situation
  7. Ensure privacy and security through proper customer verifications
  8. Assess customer needs by asking the right questions
  9. Troubleshoot and resolve first level customer complaints in a timely manner
  10. Build relationships with customers and internal lines of business
  11. Research and communicate effective solutions while adhering to departmental policies and procedures
  12. Follow up with customers after research is completed and problem is resolved or can be explained
  13. Complete incoming task requests from internal departments and customers
  14. Other duties as assigned

**Pay Range for this position is - $15-19/hr

**Hours: Monday - Friday 8:15AM - 5PM MST

EDUCATION and Qualifications

  1. High School Diploma or Equivalent

EXPERIENCE :

  1. 1 + year customer Service Experience
  2. 1 + year of banking experience

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

  1. Exceptional interpersonal and customer service abilities
  2. Excellent analytical and problem-solving skills
  3. Dependability, attendance & punctuality
  4. Attention to detail while multi-tasking required
  5. Customer Service focused
  6. Computer skills and proficiency in Microsoft Office Suite of products
  7. Ability to take direction and then work independently on multiple issues concurrently, and to exercise independent judgment in establishing priorities
  8. Ability to succeed in a fast pace, heavy workload, entrepreneurial environment
  9. Ability to communicate complex concepts clearly
  10. Excellent oral and written skills
  11. Ability to adapt to highly diversified and changing environment, as well as the dynamics and challenges of a business start up.

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 ) .

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 or .

Nelnet is a Drug Free and Tobacco Free Workplace.

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 ) | EEO Letter ) | EPPA Info ) | FMLA Info )


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