The Email/Chat team is responsible for servicing our student loan customers through inbound channels primarily including emails and chats. The services offered should provide solutions and options to manage loan debt. Through cross-training in the many functions of the Service and Repayment Center, the team is focused on providing one interaction resolutions to a customer's question or issue.
Answering chat, phone calls and emails responding to customer questions and complaints regarding their Nelnet loans. Assisting up to three customers simultaneously with anything from changing an address up to and including qualifying for payment plans.
Walking customers through basic trouble shooting or setup processes for online accounts. Follow Nelnet quality standards and processes in accordance with regulations and policies in all customer interactions. Communicating ideas to customers in a clear and concise manner while also keeping up with the speed that is expected from a chat platform.
Maintaining a positive, empathetic and professional attitude toward customers at all times. Other duties as assigned. Qualifications
High School Diploma (required). Associate degree or higher (preferred)
Minimum of 1 year customer service experience as a Nelnet Advisor (required)
Focus and Flexibility Ability to stay on task with several customers at the same time in a noisy work environment Multi-tasking Ability to work with several systems and screens at the same time Stress Tolerance Maintains composure and patience with customers. De-escalates situations when customers are difficult.
Accurately reports customer complaints Attention to Detail Understands details of several functions to provide quality service Accountability - Owns all interactions with customers. Has history of excellent attendance record, adherence to schedule, and meeting quality expectations. Customer Service Orientation Sees quality customer service as primary reason for position Written Communications Able to clearly communicate information concerning student loans in writing.
EEO StatementNelnet 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 Talent Acquisition & Recruiting. Nelnet is a Drug Free and Tobacco Free Workplace