Client Service Specialist

5 days ago

Lincoln, Nebraska, United States Nelnet Full time

Nelnet Business Services (NBS) is a leading provider of payment technology, education services, and learning management solutions to education and faith-based organizations. As a Nelnet company, we offer a unique culture of service that enables us to form long-lasting and trusted partnerships with our clients.

The Client Services Specialist will be responsible for providing comprehensive support to Nelnet Payment Services (NPS) merchants and partners throughout the implementation phase and ongoing servicing of merchant clients using NPS payment processing technology.

This role will serve as a key contact for merchant inquiries, providing training, reconciliation assistance, troubleshooting, and more. Additionally, the specialist will be responsible for the thorough review, submission, and verification of merchant processing agreements to ensure compliance and accuracy.

Key Responsibilities:

  • Review merchant applications for accuracy and ensure all required fields have been completed.
  • Work with merchants to capture missing information if needed.
  • Monitor the progress of the merchant setup and follow up with involved parties as needed to ensure timely setup and activation of merchant IDs.
  • Configure new merchant accounts with multiple backend systems to enable payment processing.
  • Log and update Salesforce records with accurate account data.
  • Provide phone support for all NPS merchants and customers as needed.
  • Provide ideas and suggestions for process and procedure improvements.

Requirements:

  • Bachelor's Degree preferred.
  • Three years of experience in customer service or new client implementation.
  • Credit card banking industry experience preferred.

Competencies:

  • Strong interpersonal and communication skills with the ability to constructively discuss sensitive issues.
  • Very detail oriented with the ability to think creatively.
  • Ability to work as a team player and establish good rapport with co-workers.
  • Excellent customer service skills.
  • Excellent prioritization, organization, and time management skills.
  • Strong computer skills.
  • Ability to effectively communicate at the level of the merchant.
  • Ability to handle stressful situations and meet deadlines.
  • Strong initiative to get tasks and objectives completed without supervision.
  • Ability to work in a fast-paced environment and effectively lead change.
  • Ability to work overtime as required.
  • Ability to take direction from multiple sources and prioritize effectively.
  • A positive, can-do attitude.

Benefits:

Nelnet offers a comprehensive benefits package, including 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.

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