Higher Ed Account Manager I

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.

JOB RESPONSIBILITIES:
1.    Manage a base of higher education client institutions as assigned by the NCC Operations Management.
2.    Develop and maintain strong relationships within assigned client segment to ensure maximum satisfaction and retention levels.
3.    Builds strong collaborative relationships with internal teams.
4.    Organize and facilitate external communication with key client institutions’ personnel via conference calls, informational emails, and status reporting.
5.    Identify, track, report, prioritize and resolve client issues/concerns, coordinating with appropriate internal departments to provide responses/solutions. 
6.    Troubleshoot system issues for clients.
7.    Create Jira tickets for issue escalations and provide ongoing support for updates and releases.
8.    Enter and verify daily agreement and/or client institution changes with a high level of accuracy.
9.    Recognize, document, and discuss enhancements needed by client institutions.
10.    Routinely think outside of the box to provide solutions to client institutions and/or payers.
11.    Maintain and update client institution informational pieces.
12.    Maintain & review NCC client institution online products.
13.    Establish open communication with all areas of NBS to best serve clients.
14.    Manage payer agreements and resolve issues by contacting the applicable client institution or payer.
15.    Answer general questions regarding Higher Ed specialized schools.
16.    If Applicable, service a core of specialized schools or products as defined by NCC Operations Management.
17.    Become familiar with other specialty areas within the higher education market.
18.    Consistently provide exceptional customer service to internal and external customers.
 

Salary for this position: $21.64/hr

EDUCATION: 
College degree in business or related field or equivalent experience.

EXPERIENCE: 
1.    1-2 years of experience in product service (tech support or helpdesk experience preferred).
2.    Experience using ticketing management systems, a plus.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
1.    Commitment to embrace Nelnet Campus Commerce’s vision, mission, and core values (as follow):
a.    Each associate is a unique individual and deserves respect.
b.    Each associate has something to contribute.
c.    Teamwork is vital and each team member must pull their own weight.
d.    An honest, open environment is critical.
e.    Each associate is accountable for their own actions.
2.    Demonstrate ability to be self-directed and self-motivated.
3.    Strong interpersonal and communication skills (both written and verbal), with the ability to constructively approach issues in a professional manner.
4.    Ability to effectively identify client institution needs and provide solutions.
5.    Strong initiative to get tasks and objectives completed in a timely manner.
6.    Hold self and others accountable for results.
7.    Ability to multi-task and complete simultaneous projects under high-pressure deadlines.
8.    General computer skills, including Microsoft Office applications, e-mail, Internet, CRM, and InDesign.
9.    Strong problem-solving skills.
10.    Superior organizational skills. 
 

Our benefits package includes 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, and a robust wellness program. Click here to learn more about our benefits: LINK.

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or 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 or State law or local ordinance.  

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net.

Nelnet is a Drug Free and Tobacco Free Workplace.