Assistant Account Manager

📋 Description

• • Join Nelnet Business Services (NBS), a dynamic division of Nelnet, Inc., as an Assistant Account Manager and become an integral part of a mission-driven organization dedicated to creating opportunities for people where they live, learn, and work.
• • In this pivotal remote role, you will serve as a primary point of contact for payers and applicants, expertly managing incoming phone calls and emails to resolve a wide array of issues related to their payment accounts.
• • Your responsibilities will extend to proactive outreach, including making outbound phone calls and sending emails to facilitate account research and ensure comprehensive problem resolution.
• • You will be instrumental in guiding new users, assisting payers and applicants in the seamless setup of their accounts, ensuring a positive and supportive onboarding experience.
• • A key aspect of your role will involve educating payers and applicants by providing pertinent information about their accounts, empowering them with the knowledge they need.
• • You will be responsible for maintaining accurate records by updating demographic and other essential information on payer and applicant accounts, ensuring data integrity.
• • When necessary, you will initiate contact with payers and applicants regarding their accounts, demonstrating a proactive approach to customer service and account management.
• • A significant part of your contribution will be to independently troubleshoot and provide effective problem resolution for payer and applicant issues, showcasing ownership and a commitment to finding solutions.
• • You will be expected to model and promote exemplary attendance behaviors, arriving on time and prepared to engage with customers from the scheduled start of your shift, attending work each scheduled day for the entire duration.
• • Requesting leave time in advance and minimizing unplanned absences, while promptly notifying your supervisor of any unforeseen needs to be absent, will be crucial for maintaining service levels.
• • You will consistently strive to meet and exceed department standards for both the quality and quantity of work, adhering to established policies and procedures.
• • This role demands a "can do" attitude, embodying the Performance Based Organization (PBO) principles and contributing to a positive and productive team environment.
• • You will engage callers one-on-one, serving as a positive and professional first point of contact, leaving a lasting positive impression.
• • Your ability to troubleshoot and resolve issues independently will be highly valued, demonstrating initiative and a commitment to customer satisfaction.
• • You will be empowered to take ownership of escalated calls, ensuring that complex issues are handled with care and efficiency.
• • The role requires a strong focus on customer satisfaction, ensuring that every interaction contributes to a positive customer experience.
• • Active listening skills are paramount, enabling you to accurately understand customer needs and provide tailored solutions.
• • You will need to effectively manage multiple priorities in a fast-paced environment, ensuring that all tasks are addressed in a timely and efficient manner.
• • Strong oral communication skills are essential for clear, concise, and empathetic interactions with customers.
• • The capacity to handle stressful situations and meet multiple deadlines demonstrates resilience and adaptability.
• • Your critical thinking and problem-solving skills will be key to navigating complex account issues and developing effective resolutions.
• • Excellent accuracy and a keen attention to detail are required to maintain the integrity of customer accounts and information.
• • You will be part of a culture of service that fosters long-lasting and trusted partnerships, contributing to the success of education and faith-based organizations.
• • Your work will directly impact millions of individual students, families, and supporters who rely on Nelnet's payment technology, education services, and learning management solutions.
• • Embrace the opportunity to work remotely, contributing to a company that invests in its associates and is united by a mission to create opportunities.
• • This position offers a competitive hourly rate of $16.50, with a potential pay differential for bilingual Spanish/English proficiency.
• • The required shift for this position is 8:00 am - 4:30 pm Central Time, Monday through Friday.
• • You will be joining a company that values a welcoming and respectful workplace where all associates have the opportunity to succeed.