[Hiring] Part-Time Assistant Account Manager @Nelnet

Role Description

Responds to incoming payer/applicant phone calls and emails, resolving various issues related to their payment accounts and provides follow-up on inquiries. Also makes outbound phone calls and sends emails associated with account research and problem resolution.

Job 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.
• Meet and/or exceed department standards of quality and quantity as per department policies.

Qualifications

• Required: High school graduate
• Preferred: At least 2 years of college/technical school (ability to substitute related work experience for college/technical school requirements).

Requirements

• Two years of related work experience.

Competencies – Skills/Knowledge/Abilities

• Ability to consistently meet or exceed department standards.
• Ability to thrive in a team environment.
• Accountable and willing to take ownership.
• Ability to maintain excellent attendance and timeliness to guarantee appropriate customer service levels.
• 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.

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