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Nelnet Implementation Specialist I - Value-Added Services in Burleson, Texas

Nelnet is a student loan servicer that's grown into a fiber internet pioneer, real estate investor, and software provider. But that's just the beginning. With 6,500 associates and growing, we take our business wherever superior customer experiences and ingenuity are needed.

The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.

SUMMARY:

The Value-Added Services (VAS) Implementation Specialist I is responsible for providing support in the Implementation and servicing of client institutions using FACTS products and related services. This position is also a support and training contact for client institutions on various products. Products include Website Services, Giving, Family App, Parent Alert or other “stand alone” products, as applicable.

JOB RESPONSIBILITIES:

  1. Provide support as part of an overall Implementation team to an Institution who is implementing one or more FACTS products/services.

  2. Contact with school(s) to establish VAS Implementation timeline(s) and expectations.

  3. Work closely with CSM’s and/or RVP’s to enhance the customer experience and satisfaction.

  4. Verification and/or completion of the Implementation Checklist.

  5. Work with other Operational departments (e.g. Account Manager) to ensure smooth transition from Implementation.

  6. Establish/maintain a training program for client institutions including curriculum and training sessions customized for the institution’s needs.

  7. Conduct online training with new institutions and/or new contacts at existing institutions, instructing them on all aspects of the products they are implementing.

  8. Provide ideas and analysis in regards to enhancements to current processes and features of new or existing products.

  9. Provide phone support for a dedicated VAS phone queue and back-up for all areas of FACTS as needed.

  10. Assist with domains/domain management and with 3rd party integrations when applicable for Website Services clients.

  11. Manage project tracking, phone/email communication and record of conversations in Salesforce.

EDUCATION:

Associates Degree in related field (Bachelor’s preferred).

EXPERIENCE:

  1. Experience in providing outstanding customer service and building excellent client relationships is required.

  2. Two years of experience in product service or implementation is preferred.

  3. Experience with website content management systems (CMS) is beneficial.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

  1. Strong interpersonal and communication (both written and verbal) skills.

  2. Very detail oriented and a creative thinker.

  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, including experience using Microsoft Office applications, Web Forms, and the Internet.

  7. Ability to effectively instruct customers in the use of computer application and other services.

  8. Ability to relate and provide instructions to people of all backgrounds, technical aptitude and abilities.

  9. Ability to handle stressful situations and meet deadlines.

  10. Strong initiative to get tasks and objectives completed without supervision.

  11. Ability to work in a fast paced environment and effectively lead change.

  12. Ability to work overtime as required, without supervision.

  13. Ability to take direction from multiple sources and prioritize effectively.

  14. A positive can-do attitude.

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 at http://nelnetinc.com/careers/benefits/ .

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 Corporate Recruiting.

Nelnet is a Drug Free and Tobacco Free Workplace.

Nelnet is a leading student loan servicer – but we’re even more than that. We’re a professional services company, telecommunications innovator, and K-12 and higher education expert (and that’s just the short list). For over 40 years, we’ve been serving our customers and making their dreams possible.

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