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

About the role

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. JOB RESPONSIBILITIES: 1. Interact with customers on their accounts, including inbound and outbound phone calls, email, chat and text as assigned 2. Utilize basic math & PC skills to track, troubleshoot and accurately update information on customer accounts 3. Maintain and ensure integrity of data and sensitive information 4. Work with our customers across multiple platforms simultaneously to address questions and resolve issues 5. Utilize your developed ability to communicate effectively with both customers and your team 6. Evaluate options available to customer via tool such as internal knowledge base, standard processes, published materials, or escalating to appropriate levels as needed 7. Perform other tasks related to resolving customer needs by displaying ownership and deescalating calls/contacts 8. Research to provide customer inquiries with resolutions in accordance with established laws, regulations, and policies 9. Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy 10. Contribute to Continuous Process Improvement Additional Requirements per Contract: - 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 - Must be a United States citizen - Must have resided in the United States 3 of the past 5 years - 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. - Must not be delinquent or in default with any federal debt - Final suitability determination is the sole discretion of the Department of Education EDUCATION: High school degree or equivalent preferred.