Nelnet

Advisor - Member Services

US-NE-Lincoln
2 weeks ago
Job ID
2017-5441
# of Openings
1
Category
Customer Service/Support

Overview

Do you feel most fulfilled when you are helping and serving others?  Do you possess the unique talent of making quick connections with people?  Do your interactions with others naturally leave them feeling inspired and enthused?  Nelnet Member Services is the face and voice supporting the Arbor Day Foundation.  We will act as champions of inspiring service by responding to member interactions (inbound & outbound calls, emails and web chats) and provide follow-up on inquires.

 

Commit to Performance Based Organization (PBO) & Easy to Do Business with (ETDBW) philosophy. Contribute to Continuous Process Improvement.  Ensure integrity of data and information.  Update information on accounts.  Perform other tasks related to resolving member needs by displaying ownership of interactions.  Contact members, including outbound member contact when appropriate.  Serve as a resource person within team as needed, including assisting new associates with training needs.

Responsibilities

  1. 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.
  2. Process orders, assess and resolve membership issues, and fulfill member requests in an effective and expedient way, ensuring member satisfaction.
  3. Perform necessary data entry accurately and efficiently and perform account maintenance, as required, to ensure accuracy on member records.
  4. Effectively communicate information regarding membership inquiries, order information, program information and other Arbor Day Foundation products and services.
  5. Shift focus of work activity to meet the demands of the workload while maintaining departmental standards.
  6. Perform other duties, as assigned.

Qualifications

EDUCATION:

Associate’s degree preferred.

 

EXPERIENCE:

1 to 3 years customer service experience and/or general office experience preferred.

 

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

  1. Service Excellence
  2. Oral communications
  3. Written communications
  4. Teamwork
  5. Accuracy/Attention to Detail
  6. Working with MS Office
  7. Business Math
  8. Problem Solving
  9. Managing Multiple Priorities

EEO Statement

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 Talent Acquisition & Recruiting.

Nelnet is a drug free and tobacco free workplace.

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