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Nelnet Customer Service Advisor – to start July 12th! – Brownsville, TX in Brownsville, Texas

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.

In your role as a Work From Home Customer Service Advisor (Spanish Bilingual preferred) 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.

To be considered for this position candidates must reside within 100 miles of Brownsville, TX. This is a fully remote position and candidates home work space must be a quiet and dedicated space to work in, without distractions. Candidates will need reliable high speed internet, which must be hard wired into a router/modem (minimum speeds: 20 mbps download; 15 mbps upload). All necessary computer equipment, consisting of a computer tower, 2 monitors, keyboard, mouse, webcam and 25 – 100 foot Ethernet internet cord will be provided by the company. *Please note this is company property and will be returned to Nelnet upon conclusion of the work from home status.

Apply today to talk through your options with a recruiter!

About the training:

• Approximately seven weeks virtual training class to begin July 12th.

• Training 8:00 AM – 4:30 PM, Monday through Friday.

• Participation each day is required.

Hours after training:

• Spanish Bilingual 9:30 a.m. - 6:00 p.m. Monday - Friday (No weekend hours!)

• Non Spanish Bilingual 9:00 a.m. - 5:30 p.m. Monday - Friday (No weekend hours!)

Great Pay! The pay for this position starts at $15.30 per hour.

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 Nelnet Corporate Recruiting.

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.

As part of the Nelnet family, Great Lakes is dedicated to serving customers, associates, and communities, making their dreams possible. Great Lakes is currently headquartered in Madison, Wisconsin – but along with Nelnet, we have associates working across the country.

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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