Firstmark Customer Service Representative - START June 1st

Nelnet•Lincoln, NE

18h•Remote

About The Position

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, Nelnet has been serving its customers, associates, and communities for over 40 years. The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work. This role involves responding to incoming borrower interactions (inbound & outbound calls, web-chats) and providing follow-up on inquiries as needed. External candidates must reside within 60 miles of Lincoln, NE or Brownsville, TX to be eligible for this role. The start date for this position is June 1, 2026. Training hours are 8:00 am – 4:30 pm CST, and the permanent schedule after training will be 11:35 am - 8:05 pm CST. The pay rate is $16.00 per hour.

Requirements

High school degree or equivalent required.
1 to 3 year customer service experience and/or general office experience preferred.
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
Work with MS Office
Business Math
Problem Solving
Managing Multiple Priorities

Responsibilities

Respond to incoming borrower interactions (inbound & outbound calls, web-chats) and provided follow-up on inquiries as needed.
Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy
Contribute to Continuous Process Improvement
Ensure integrity of date and information
Update information on accounts in the Loan Servicing and/or consolidation systems.
Perform other tasks related to resolving customer needs, by 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 them as needed, including assisting new associates with training needs.