Assistant Account Manager- NBS

About the role

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, 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. 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.

Responsibilities

• Actively display a “can do” attitude and uphold the Performance Based Organization (PBO) principles.
• 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.
• Assist payers/applicants in setting up accounts.
• Provide pertinent information to educate payers/applicants on their account.
• Update demographic and additional information on payer/applicant account.
• Contact payers/applicants regarding their accounts, when necessary, including outbound contact when appropriate.
• Independently troubleshoot and provide problem resolution to address payer/applicant issues or needs, displaying ownership on escalated calls.
• 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.
• Meet and/or exceed department standards of quality and quantity as per department policies.

Requirements

• 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: 2+ years of related customer service experience within a call center.
• Work authorization: Must be authorized to work in the United States without the need for current or future sponsorship (visa sponsorship not provided).

Skills / Knowledge / Abilities

• Ability to consistently meet or exceed department standards.
• Ability to thrive in a team environment.
• Accountable and willing to take ownership.
• Ability to maintain excellent attendance and timeliness to guarantee appropriate customer service levels.
• Strong focus on customer satisfaction.
• Understanding of the importance of active listening skills and the ability to utilize these skills to properly service customers.
• Ability to manage multiple priorities.
• Strong oral communications skills.
• Ability to handle stressful situations and meet multiple deadlines.
• Strong critical thinking and problem solving skills.
• Excellent accuracy with attention to detail.

Benefits

• 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
• Robust wellness program

Pay

$16.50-$17.00 per hour,