Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, 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.

As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.

The Senior Account Manager - K12 Grant & Aid Specialty Team is responsible for performing the functions of Implementation and Account Management for Scholarship Granting Organizations and other groups utilizing our Grant & Aid solution that require a high level of support or specialized processes. This position is responsible for over-all management of client accounts from contract receipt to everyday management, retention of business, increased utilization of products/services, and serving as a primary resource for other departments and associates.

JOB RESPONSIBILITIES:

1. Provide support and consultation during the sales process as needed, including review of client needs and how our system may be able to meet those.

2. Perform all implementation functions of our Grant & Aid solution for Scholarship Granting Organizations and other groups.

3. Build and maintain relationships with contacts by maintaining a high level of availability and proactively reaching out to Scholarship Granting Organizations and other groups on a frequent basis, including building organization and hierarchy, establishing application layout, formula review and implementing, and all trainings for group and hierarchy as needed.

4. Provide support and guidance on value-added services including, but not limited to, awarding and specialized reporting.

5. Perform functions of awarding, supplemental document review, process documentation creation, training seminars/guides, and creating specialized reporting as needed.

6. Provide support and guidance to other departments involved in verification processes and ensure quality metrics are being met.

7. Research and understand changing tax laws and state tax credit programs and assist with creating internal and external communication and training.

8. Define and document internal servicing procedures and best business practices for Scholarship Granting Organizations and other groups.

9. Act as an FGAA subject matter expert and resource for internal associates.

10. Participate in annual retrospective with the client to gather valuable information for system or process improvement.

11. Cultivate and foster open lines of communication with Sales, Product, Development, Parent & Applicant Services, FACTS Account Managers, and all other areas within the organization.

12. Provide excellent customer service and perform multiple tasks on a daily basis via the telephone, chat interface, fax, email or formal written correspondence.

13. Facilitate the appropriate handling and resolution of escalated issues as they arise, which may include written action plans for certain issues outlining what went wrong, how it was fixed, and a plan for moving forward to prevent future occurrences.

14. Act as a representative of the K12 Operations team and decision maker in meetings in the absence of leadership.

15. Assist Product and User Experience (UAX) on reviews and feedback regarding upcoming system enhancements or updates by helping to identify potential pain points or providing best paths for clients.

16. Work through functionality tickets as assigned and follow up by submitting and managing them in JIRA.

17. Assist Training Team in refreshers and group level training items.

Hourly for this role is: $21.63

EDUCATION :

Bachelor’s degree in a business-related field or equivalent experience.

EXPERIENCE :

Two years previous experience in a customer service environment is preferred.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

1. Advanced knowledge of FACTS Grant & Aid solution.

2. Strong interpersonal and communication skills to effectively work with customers, team members, and business contacts in a professional manner.

3. Ability to work as a team player and establish good rapport with co-workers.

4. Ability to present information to various audiences and diverse groups.

5. Excellent prioritization, organization, and time management skills.

6. Ability to multi-task and complete projects under high-pressure deadlines.

7. Strong analytic and problem-solving skills.

8. General computer skills including Microsoft Office applications, e-mail, Internet, and Salesforce.

9. Working knowledge in Microsoft Excel, including the ability to create pivot tables and work through formulas.

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 (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 Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net .

Nelnet is a Drug Free and Tobacco Free Workplace.

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. A lot more. We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.

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