Fast Facts
Join Nelnet as a Bilingual Assistant Account Manager and provide exceptional customer service by resolving payment account issues for education and faith-based organizations. This remote position offers opportunities to grow in a supportive and innovative environment.
Responsibilities: Respond to incoming calls and emails from payers/applicants, assist with account setups, provide information about accounts, troubleshoot issues, and ensure excellent customer service through ownership of inquiries.
Skills: Strong oral communication, customer satisfaction focus, active listening, problem-solving, and the ability to handle stressful situations while managing multiple priorities.
Qualifications: High school diploma required; preferred candidates will have at least 2 years of college or relevant work experience.
Location: Remote in Nebraska, USA
Compensation: $16 - $16 / Hourly
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.
Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.
Shifts to be filled:
8am-4:30pm & 9am-5:30pm Central Time
Monday -Friday
Pay rate for this position is $16.50 per hour. Candidates who meet and use a bilingual Spanish/English skill requirement are eligible for an additional pay differential.
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.
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
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 orcorporaterecruiting@nelnet.net.
Nelnet is a Drug Free and Tobacco Free Workplace.
