Fast Facts

Join Nelnet as a Firstmark Services Representative II, where you'll respond to customer inquiries about consumer loans and support them throughout the transaction process.

Responsibilities: You will handle customer requests, resolve issues, update account information, and prepare reports while ensuring data integrity.

Skills: Required skills include strong oral and written communication, teamwork, attention to detail, proficiency in MS Office, and problem-solving abilities.

Qualifications: Candidates should possess a high school diploma and 1-2 years of customer service or relevant experience, with knowledge of loan servicing preferred.

Location: This is a remote position, but candidates must reside within a 60-mile radius of Lincoln, NE, Brownsville, TX, Atlanta, GA, or Madison, WI.

Compensation: $15 - $15 / Hourly

Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities.

The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.

Respond to customer inquiries regarding general consumer loan issues and questions. Responsible for the research and administration that relate to these activities.

Hourly pay rate: $15.00

Must reside within a 60-mile radius of Lincoln, NE, Brownsville, TX, Atlanta, GA or Madison, WI

Ensure integrity of data and information.
Respond to customer requests by accessing Loan Servicing and/or Originations systems.
Resolve issues and complete document transactions (school enrollment updates, deferment/forbearance processing, borrower payments, monetary transactions, claims processing).
Update information on accounts in the Loan Servicing and/or Originations systems.
Utilize imaging systems.
Perform other tasks related to resolving customer needs.
Contact customers on accounts.
Negotiate transactions in accordance with established laws, regulations, and policies.
Prepare reports or filings.
Monitor and maintain various documents.
Research and correct issues in an appropriate time period as designated by department standards.
Reconcile assigned accounts.
Assist other departments in investigating problems as needed.
Maintain performance data within the appropriate systems.
Mentor/Train other associates as needed.
.Commit to Performance Based Organization (PBO) & Easy to Do Business with (ETDBW) philosophy.
Contribute to Continuous Process Improvement.

#INDFirstmark

EDUCATION:

High school degree or equivalent required.

EXPERIENCE:

1 - 2 years customer service experience and/or general work experience preferred. Knowledge of Loan Servicing and/or Originations systems preferred.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

Service Excellence
Oral communications
Written communications
Teamwork
Accuracy/Attention to Detail
Working with MS Office
Business Math
Problem Solving
Managing Multiple Priorities

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.

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Firstmark Services Representative II - Processing - Remote