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GL Educational Loan Services - Customer Service Advisor

Company: Nelnet
Location: Salem
Posted on: November 22, 2021

Job Description:

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 Customer Service Advisor you will serve as the face of Nelnet 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.Nelnet 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 skillso Cross training to utilize web chat, email, text and social media communication with our customerso Participation in our various professional development programso Gaining the knowledge and ability to educate borrowers about their student loanso Understanding the financial aspects of student loans and the components that go with it, such as interest rates and credit reporting.**This is a work from home position! Nelnet will provide you with the necessary IT equipment.****About the training:** Approximately 7 weeks training Training Monday-Friday 8:00a 4:30p Central Time Participation each day is required**Multiple Shift Options After Training:** 4 Weekdays 12:45p - 10:15p & Saturday 9:00a-1:00p Central Time Monday-Friday 1:45p-10:15p Central Time**Great Pay!**The pay for this position starts at **$15.00 per hour** (based upon your location)Bilingual (Spanish) individuals can earn an additional $1.00/hour differential.**_This position requires work in support of the Companys 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 calls2. Contact customers on accounts, including outbound customer contact when appropriate.3. Maintain and ensure integrity of data and sensitive information4. Work with our customers across multiple platforms simultaneously to address questions and resolve issues5. Accurately update information on customer accounts6. Utilize your developed ability to communicate effectively with both customers and your team7. Perform other tasks related to resolving customer needs by displaying ownership and de-escalating calls/contacts8. Research to provide customer inquiries with resolutions in accordance with established laws, regulations, and policies9. Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy10. 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 industry2. Service Excellence3. Strong oral and written communication skills4. Listening comprehension, reading comprehension5. Teamwork6. Accuracy/Attention to Detail7. Work with MS Office8. Business Math9. Problem Solving10. Managing Multiple PrioritiesOur benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD 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 402-486-5725 or .Nelnet is a Drug Free and Tobacco Free Workplace.Nelnet is a leading student loan servicer but were even more than that. Were a professional services company, telecommunications innovator, and K-12 and higher education expert (and thats just the shortlist). For over 40 years, weve been serving our customers and making their dreams possible.EEO Info ( - EEO Letter ( - EPPA Info ( - FMLA Info (

Keywords: Nelnet, Salem , GL Educational Loan Services - Customer Service Advisor, Hospitality & Tourism , Salem, Oregon

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