Customer Service Representative

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.

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.
• Model and promote good attendance behaviors within the department.
• Meet and/or exceed department standards of quality and quantity as per department policies.

Start date: Monday, September 22nd & Monday, October 27th

Pay for this role is: $16.18/hr.

Hours for this role: Saturday- 8:00-2:00 PM CST plus flexible shifts M-F 3:00-9:00 PM CST. (20-30 hours weekly)

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: Two years of related work experience.

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

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.

Nelnet is a Drug Free and Tobacco Free Workplace.