Nelnet Customer Service Representative - Lincoln, NE - July 2026 start date

Nelnet•Lincoln, NE

2d•Hybrid

About The Position

In your role as a Customer Service Advisor you will serve as the face of Nelnet to our customers. Your primary responsibility includes helping customers with their student loans inquiries, whether it be general questions, payment processing or payment options. We will provide you with a fun and engaging work environment as well as thorough training to ensure you are equipped to provide a superior customer experience. Each day your goal is to empower our customers to manage their student loans by providing a superior customer experience. Nelnet is committed to providing our Customer Service Advisors with tools to develop and advance in their Nelnet career. Some examples of those tools are: o Training to enhance your strong communication skills o Cross training to utilize web chat, email, text and social media communication with our customers o Participation in our various professional development programs o Gaining the knowledge and ability to educate borrowers about their student loans o Understanding the financial aspects of student loans and the components that go with it, such as interest rates and credit reporting.

Requirements

Must be a United States citizen
Must have resided in the United States 3 of the past 5 years
Must not be delinquent or in default with any federal debt
Employment and continued employment are contingent upon obtaining and maintaining a favorable Federal clearance (5C), providing required fingerprints and obtaining PIV-I card in our office
The government security clearance process involves collecting and providing information such as 7 years of previous work experience, previous addresses, contact information of people that can verify this information, etc.
Internet speed of 25 Mbps or higher required (you can test this by going to www.speedtest.net)
Hardwired internet (Ethernet) connection router, cannot connect via Wi-Fi

Nice To Haves

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.

Responsibilities

Interact with customers on their accounts, including inbound and outbound phone calls, email, chat and text as assigned
Utilize basic math & PC skills to track, troubleshoot and accurately update information on customer accounts
Maintain and ensure integrity of data and sensitive information
Work with our customers across multiple platforms simultaneously to address questions and resolve issues
Utilize your developed ability to communicate effectively with both customers and your team
Evaluate options available to customer via tool such as 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) & Easy To Do Business With (ETDBW) philosophy
Contribute to Continuous Process Improvement