Customer Service Representative - Draper, United States - Nelnet

Nelnet Draper, United States

3 weeks ago

Description

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.

Nelnet Bank is an online industrial loan charter bank that focuses on education financing.

The Customer Service Representative is responsible for providing exceptional service to our customers (internally and externally) via telephone and electronic communications.

This role requires great attention to detail, problem solving, and good communication skills with customers and colleagues.

JOB RESPONSIBILITIES:

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.)
Answer inbound customer calls in a courteous and professional manner
Participate in reviewing/auditing back-end customer items such as applications and account items for multiple departments
Assist customers with account inquiries, ACHs, wires, and online banking
Keep customer inquiries and needs organized and precise while using multiple processing and case management systems simultaneously
Utilize excellent listening skills to understand the customer's concern or situation
Ensure privacy and security through proper customer verifications
Assess customer needs by asking the right questions
Troubleshoot and resolve first level customer complaints in a timely manner
Build relationships with customers and internal lines of business
Research and communicate effective solutions while adhering to departmental policies and procedures
Follow up with customers after research is completed and problem is resolved or can be explained
Complete incoming task requests from internal departments and customers
Other duties as assigned

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

EDUCATION and Qualifications

High School Diploma or Equivalent

EXPERIENCE:

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

COMPETENCIES - SKILLS/KNOWLEDGE/

ABILITIES:

Exceptional interpersonal and customer service abilities
Excellent analytical and problem-solving skills
Dependability, attendance & punctuality
Attention to detail while multi-tasking required
Customer Service focused
Computer skills and proficiency in Microsoft Office Suite of products
Ability to take direction and then work independently on multiple issues concurrently, and to exercise independent judgment in establishing priorities
Ability to succeed in a fast pace, heavy workload, entrepreneurial environment
Ability to communicate complex concepts clearly
Excellent oral and written skills
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.

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