Assistant Account Manager I - Nelnet
Concord, NH
About the Job
Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.
As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
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:
1. Actively display a “can do” attitude and uphold the Performance Based Organization (PBO) principles.
2. 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.
3. Assist payers/applicants in setting up accounts.
4. Provide pertinent information to educate payers/applicants on their account.
5. Update demographic and additional information on payer/applicant account.
6. Contact payers/applicants regarding their accounts, when necessary, including outbound contact when appropriate.
7. Independently troubleshoot and provide problem resolution to address payer/applicant issues or needs. by displaying ownership on escalated calls
8. Model and promote good attendance behaviors within the department. Arrive on time and be prepared to take phone calls at scheduled start time. Attend work each scheduled day for the entire shift scheduled. Request leave time in advance of the need. Limit unplanned absences, and when there is an unplanned need to be absent, notify your supervisor or a member of management as soon as the need arises.
9. Meet and/or exceed department standards of quality and quantity as per department policies.
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:
1. Ability to consistently meet or exceed department standards.
2. Ability to thrive in a team environment.
3. Accountable and willing to take ownership.
4. Ability to maintain excellent attendance and timeliness to guarantee appropriate customer service levels.
5. Strong focus on customer satisfaction.
6. Understanding of the importance of active listening skills and the ability to utilize these skills to properly service customers.
7. Ability to manage multiple priorities.
8. Strong oral communications skills.
9. Ability to handle stressful situations and meet multiple deadlines.
10. Strong critical thinking and problem solving skills.
11. Excellent accuracy with attention to detail
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 Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. _A lot more._ We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.
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)
As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
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:
1. Actively display a “can do” attitude and uphold the Performance Based Organization (PBO) principles.
2. 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.
3. Assist payers/applicants in setting up accounts.
4. Provide pertinent information to educate payers/applicants on their account.
5. Update demographic and additional information on payer/applicant account.
6. Contact payers/applicants regarding their accounts, when necessary, including outbound contact when appropriate.
7. Independently troubleshoot and provide problem resolution to address payer/applicant issues or needs. by displaying ownership on escalated calls
8. Model and promote good attendance behaviors within the department. Arrive on time and be prepared to take phone calls at scheduled start time. Attend work each scheduled day for the entire shift scheduled. Request leave time in advance of the need. Limit unplanned absences, and when there is an unplanned need to be absent, notify your supervisor or a member of management as soon as the need arises.
9. Meet and/or exceed department standards of quality and quantity as per department policies.
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:
1. Ability to consistently meet or exceed department standards.
2. Ability to thrive in a team environment.
3. Accountable and willing to take ownership.
4. Ability to maintain excellent attendance and timeliness to guarantee appropriate customer service levels.
5. Strong focus on customer satisfaction.
6. Understanding of the importance of active listening skills and the ability to utilize these skills to properly service customers.
7. Ability to manage multiple priorities.
8. Strong oral communications skills.
9. Ability to handle stressful situations and meet multiple deadlines.
10. Strong critical thinking and problem solving skills.
11. Excellent accuracy with attention to detail
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 Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. _A lot more._ We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.
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)
Source : Nelnet