Nelnet Customer Service Representative - Lincoln, NE

Job Summary

You will serve as the face of Nelnet to our customers, helping them with student‑loan inquiries through phone, email, chat and text. Each day your goal is to empower our customers to manage their student loans by providing a superior customer experience.

Lincoln, NE (within a 60‑mile radius). Work onsite at Nelnet's 401 building in the new Telegraph District. Eligible to work from home after approximately three months of satisfactory performance.

Hourly rate $16.50, with potential to earn up to an additional $5.09 per hour based on benefit elections.

Five weeks of training:
Monday‑Friday 8:30 a.m. – 5:00 p.m. CST. Post‑training shift times are as follows:

• Monday: 11:45a.m. – 8:15p.m.
• Tuesday: 10:45a.m. – 7:15p.m.
• Wednesday: 10:45a.m. – 7:15p.m.
• Thursday: 8:45a.m. – 5:15p.m.
• Friday: 8:45a.m. – 5:15p.m.

• Interact with customers on their accounts, including inbound and outbound phone calls, email, chat and text as assigned.
• Utilize basic math and PC skills to track, troubleshoot and accurately update information on customer accounts.
• Maintain and ensure integrity of data and sensitive information.
• Work with customers across multiple platforms simultaneously to address questions and resolve issues.
• Communicate effectively with both customers and your team.
• Evaluate options available to customers via internal knowledge base, standard processes, published materials, or escalating to appropriate levels as needed.
• Perform other tasks related to resolving customer needs by displaying ownership and deescalating calls/contacts.
• Research to provide customer inquiries with resolutions in accordance with established laws, regulations, and policies.
• Commit to Performance Based Organization (PBO) and Easy To Do Business With (ETDBW) philosophy.
• Contribute to Continuous Process Improvement.

• Employment is contingent upon obtaining and maintaining a favorable Federal clearance (5C), providing required fingerprints, and obtaining a PIV‑I card in office.
• Must be a United States citizen and have resided in the United States for at least three of the past five years.
• Must not be delinquent or in default with any federal debt.
• Final suitability determination is the sole discretion of the Department of Education.

High school degree or equivalent preferred.

1+ year of customer service experience and/or general office experience preferred. Experience in retail or other customer‑facing positions or jobs that require a high degree of providing excellent customer experience is desired.

• Ability to learn and retain knowledge of the student loan industry.
• Service Excellence.
• Strong oral and written communication skills.
• Listening comprehension, reading comprehension.
• Teamwork.
• Accuracy/Attention to Detail.
• Work with MS Office.
• Business Math.
• Problem Solving.
• Managing Multiple Priorities.

Medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance and 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.

Nelnet is an Equal Opportunity Employer. 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. Qualified individuals with disabilities who require reasonable accommodations to apply or compete for positions may request accommodations by contacting Corporate Recruiting at 402‑486‑5725 or c Nelnet is a Drug Free and Tobacco Free Workplace.