Nelnet

Customer Resolution Advisor to start on 01/08/2018

US-NE-Lincoln - Telegraph 401
2 weeks ago(11/30/2017 1:51 PM)
Job ID
2017-5766
# of Openings
20
Category
Customer Service/Support

Overview

The Customer Resolution Advisor is responsible for counseling delinquent customers on student loan repayment and other assistance options.  The Resolution Advisor is responsible for reviewing all available repayment options to the customer and advising accordingly. The Resolution Advisor will need to effectively communicate the importance of loan repayment and the consequences of default. The advisor will be responsible for fielding both inbound and outbound calls.

 

Training: Mon-Fri 8am-5pm 3 weeks classroom.  Mandatory.  4 Weeks working with mentors on the floor from 11a-8p

Shift: Mon-Fri 11am -8pm

Responsibilities

  

  1. Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy
  2. Contribute to Continuous Process Improvement
  3. Contact borrowers via telephone, to establish payment arrangements to rectify outstanding delinquencies on accounts
  4. Determine the most appropriate plan of action to resolve past due accounts. 
  5. Provide pertinent account information and history information in order to educate the borrowers on repayment and assistance options and the consequences of default.  
  6. Update demographic and other additional information on borrower accounts via the servicing system
  7. Perform additional collection activities related to collections documents and reports

Qualifications

EDUCATION:

High school degree or equivalent required.

 

EXPERIENCE:

2 year customer service, collection and general work experience preferred.

 

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

  1. Customer focused
  2. Analytical skills
  3. Strong oral communication skills
  4. Listening comprehension, reading comprehension
  5. Intermediate math
  6. Attention to detail
  7. Customer service orientation
  8. PC skills
  9. 10 key proficient.

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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