Client Service Specialist at Nelnet in Lincoln, NE

Job description

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, 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. The Client Services Specialist I is responsible for providing comprehensive support to Nelnet Payment Services (NPS) merchants and partners, including NBS, FACTS, and other non-education partners, throughout the implementation phase and ongoing servicing of merchant clients using NPS payment processing technology. This role serves as a key contact for merchant inquiries, providing training, reconciliation assistance, troubleshooting, and more. Additionally, the specialist will be responsible for the thorough review, submission, and verification of merchant processing agreements to ensure compliance and accuracy. This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence. Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship. Compensation for this role is $19.00- $21.00 an hour, depending on experience . JOB RESPONSIBILITIES: 1. Review merchant applications for accuracy and ensure all required fields of the application have been completed. Work with merchants to capture missing information if needed. 2. Monitor the progress of the merchant setup and follow up with involved parties as needed to ensure timely setup and activation of merchant ID’s. 3. Configure new merchant accounts with multiple backend systems to enable payment processing. 4. Log and update Salesforce records with accurate account data 5. Answer questions related to: account maintenance; statement questions; refund questions; rate questions; compliance questions; miscellaneous transaction questions; and other merchant questions that arise. 6. Provide phone support for all NPS merchants and customers – both internal and external - as needed. 7. Provide ideas and suggestions for process and procedure improvements, including opportunities to leverage AI and automation tools. 8. Embrace and utilize AI-powered tools and technologies to streamline workflows, improve efficiency, and enhance the merchant support experience. EDUCATION : Bachelor’s Degree preferred. EXPERIENCE : 1. Three years of experience in customer service or new client implementation. 2. Credit card banking industry experience preferred COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES: 1. Strong interpersonal and communication skills (written & verbal) with the ability to constructively discuss sensitive issues. 2. Very detail oriented with the ability to think creatively. 3. Ability to work as a team player and establish good rapport with co-workers. 4. Excellent customer service skills (friendly, courteous, helpful and patient). 5. Excellent prioritization, organization, and time management skills. 6. Strong computer skills (Microsoft applications, internals applications/systems, and the Internet). 7. Ability to effectively communicate at the level of the merchant. 8. Ability to handle stressful situations and meet deadlines. 9. Strong initiative to get tasks and objectives completed without supervision. 10. Ability to work in a fast paced environment and effectively lead change. 11. Ability to work overtime as required, without supervision. 12. Ability to take direction from multiple sources and prioritize effectively. 13. A positive, can do attitude. Our benefits package incl