Firstmark Customer Service Representative - Start date 9/14/2026

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. External candidates must reside within 60 miles of Lincoln, NE or Brownsville, TX to be eligible for this role.

About the role

Respond to incoming borrower interactions (inbound & outbound calls) and provide follow-up on inquiries as needed.

Start Date: 9/14/2026
Training hours: 8:00am – 4:30pm CST
Permanent Schedule after Training: 11:35AM-8:05PM CST

Responsibilities

• 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 in the Loan Servicing and/or consolidation systems
• Perform other tasks related to resolving customer needs, displaying ownership on escalated calls
• Contact customers on accounts, including outbound customer contact when appropriate
• Negotiate transactions in accordance with established laws, regulations, and policies
• Serve as a resource person with customers as needed, including assisting new associates with training needs

Requirements

• High school degree or equivalent required
• 1 to 3 years customer service experience and/or general office experience preferred

Skills

• Knowledge of student loan industry, Loan Servicing and/or Originations systems preferred
• Service Excellence
• Strong oral and written communication skills
• Listening comprehension, reading comprehension
• Teamwork
• Accuracy/Attention to Detail
• Proficiency with MS Office
• Business Math
• Problem Solving
• Managing Multiple Priorities

Benefits

• Medical, dental, and vision insurance
• HSA and FSA options
• Generous earned time off
• 401K and 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

$16.00 per hour