Assistant Account Manager- NBS

Summary

Nelnet Business Solutions, a division of Nelnet, provides payment technology and education services to educational institutions, students, families, and supporters. The Assistant Account Manager responds to payer and applicant inquiries, assists with account setup and updates, and researches and resolves payment account issues through phone and email communication.

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. by 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

Skills

• To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship
• High school graduate
• 2+ years of related customer service experience within a call center
• Ability to consistently meet or exceed department standards
• Ability to thrive in a team environment
• Accountable and willing to take ownership
• 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
• At least 2 years of college/technical school (ability to substitute related work experience for college/technical school requirements)

Qualifications

Must Haves

• To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship
• High school graduate
• 2+ years of related customer service experience within a call center
• Ability to consistently meet or exceed department standards
• Ability to thrive in a team environment
• Accountable and willing to take ownership
• 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

Nice to Haves

• At least 2 years of college/technical school (ability to substitute related work experience for college/technical school requirements)

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