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Nelnet, Inc.

EP - Quality Specialist II

Nelnet, Inc. - Lincoln, NE

EP - Quality Specialist IIJob Locations US-NE-LincolnPosted Date 3 days ago(5\/25\/2018 9:27 AM)Job ID 2018-6494# of Openings 9Category Administrative\/Clerical Overview Perform multiple complexduties including monitor, review, evaluate, research calls and accounts withindepartment. Provide feedback and assist in developing and improving service to our customers. May respond to external\/internal customer inquiries (email\/phone) Responsibilities Contribute to Continuous Process Improvement.Manage multiple conflicting priorities & consistently meet deadlines.Identify trends and problems.Ensure compliance with Federal regulations and departmental policies.Provide one-on-one coaching to assist in improved quality.Research and resolve complex and unique scenarios.Work with internal and external customers on resolving account issues.Maintain files on internal customer trends.Develop, maintain and distribute reports as necessary.Provide backup support as directed by leadership team.Perform quality control functions as needed.Monitor call center inbound and outbound using software productsProvide information to supervisors and trainers regarding identified problem areasEnsure procedures are in compliance with Federal regulations and department policiesProvide assistance with training and serve as resource to internal and external departments on usage of reports and toolsProvide assistance on assigned special projectsPerform designated quality control functions to minimize department risk and provide feedback to Supervisors utilizing statistical dataComplete due diligence reviews on selected accounts to ensure regulator requirements are completed Qualifications EDUCATION: High school diploma and college coursework EXPERIENCE: 2-3 years of Customer service, general office, accounting, collections, call center or background in quality assuranceQuality monitoring experienceKnowledge of student loans and leadership experience  Experience in analyticsCOMPETENCIES SKILLS\/KNOWLEDGE\/ABILITIES:Service ExcellenceOral communicationsWritten communicationsTeamworkAccuracy\/Attention to DetailWorking with MS OfficeProblem SolvingManaging Multiple PrioritiesDecision Making and Critical ThinkingIndustry KnowledgeInitiative EEO Statement 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 Nelnet Talent Acquisition & Recruiting.Nelnet is a Drug Free and Tobacco Free Workplace.OptionsApply for this job onlineApplyShareEmail this job to a friendReferSorry the Share function is not working properly at this moment. Please refresh the page and try again later.Share on your newsfeed\r
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23 days 14 hours ago

Nelnet, Inc.


EP - Quality Specialist II Nelnet, Inc. - Lincoln, NE, United States


Location: Lincoln, NE

Company Profile:
By helping people accomplish their educational goals instead of focusing on ourselves, we collectively have a huge impact on the quality of their lives, making the world a place where fulfilling dreams is possible. As we help families set up payment plans to better afford an education, support families' efforts to successfully plan for college, explain options to make it easier to pay back student loans, and simply answer questions, every interaction we have with customers impacts their educational experience, and I am proud to be a part of it.