Client Service Specialist

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 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: Benefits & Perks - Nelnet Inc

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.  

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.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring