Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities.

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.

This is a 12-month fixed term contract and is a hybrid role for Mississauga office.

We are looking to add passionate customer driven, professional and enthusiastic bilingual members to our dynamic team. The primary role of our bilingual agent position is to handle inbound calls from existing and potential customers in English and Quebecois French , while exceeding expectations with a superior service experience. The role is required to educate and assist borrowers with loans in good standing, as well as motivate and counsel borrowers with delinquent loans on behalf of AFE Government of Quebec. Our Bilingual agents will be accountable for service levels and quality of calls within a team-driven and fast-paced work environment.

Job Description

• Identify borrower needs and analyze their financial capacity. Provide customized solutions and information on debt management options
• Achieve individual productivity targets as assigned, contributing to inbound service target adherence as well as overall client-driven repayment success measures. (KPI’s include Call Quality, Average Handle Time, and Schedule Adherence)
• Use discretion and maintain confidentiality in handling sensitive information. Understand the importance of escalating issues for resolution following established escalation processes
• Hours of operation 8:00 a.m. to 5:00 p.m. Monday through Friday
• Minimum expectation of 30 hours per week, the average weekly schedule is 37.5 hours per week, however, must be available to work up to 40 hours and the ability to work overtime as needed.

Experience:

• Entry level bilingual candidates, and new grads encouraged to apply
• 1-2 years progressive experience in a Call Centre, Customer Service or Telemarketing environment an asset
• CISCO phone system experiences an asset
• Ability to complete background checks including Credit, Criminal and Reliability Clearance
• Completion of High School diploma

Skills and Knowledge:

• Demonstrated oral and written communication skills in both English and Quebecois French is a must
• Computer proficiency and keyboarding skills with the ability to type quickly and accurately and navigate with ease
• Excellent problem-solving skills and ability to think quickly and logically
• Exceptional attention to detail and the ability to work with minimal supervision
• Ability to deal with emotional and irate borrowers, while maintaining a professional demeanor and handle complex calls when they arise
• Strong aptitude for learning new systems and technologies with the ability to integrate.

As part of our hiring process, we may use artificial intelligence (AI) technology to help screen and shortlist applications. All final hiring decisions are made by our recruitment team.

This position is for an existing vacancy within our organization. (12 month fixed term contract)

Compensation: $36,000 annual. Plus bilingual allowance.

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.

Disclaimer

Following Finastra’s sale of the Student Lending business to Nelnet, Finastra is providing temporary transition support by managing the recruitment process for this role. While Finastra team members will be involved in recruiting activities, the successful candidate will join Nelnet as an employee and perform all work on behalf of Nelnet.