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Team Leader I - Email/Chat Team

Nelnet Aurora, CO
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Job Description

  • Team Leader I - Email/Chat Team

    Job Locations US-CO-Aurora
    Posted Date 1 week ago(5/23/2018 11:17 AM)
    Job ID
    2018-6492
    # of Openings
    1
    Category
    Customer Service/Support

Overview

Mentor & work with team to meet & exceed individual and departmental goals and objectives.

Responsibilities

  1. Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy.
  2. Contribute to Continuous Process Improvement.
  3. Organize and oversee workflow, ensuring daily/weekly/monthly service standards are achieved.
  4. Serve as resource person and subject matter expert within area.
  5. Provide training, cross-training, and mentoring support to the team.
  6. Assist with daily production work.
  7. Serve as a liaison between Supervisor, team, and other departments with regard to resolving problems and/or issues, while assuring open communication lines.
  8. Display & explain performance data to team members to aid in the evaluation of team members and feedback.
  9. Provide input to supervisor & team members in regards to team member performance evaluations.
  10. Develop team members' skills by providing real time coaching.
  11. Perform designated quality control functions to minimize department risks and provide feedback to Supervisor, utilizing real time systems and statistical data (productivity and error rates).
  12. Lead and/or participate in special projects.
  13. Facilitate and lead team meetings.
  14. Lead and supervise team in absence of departmental management.

Qualifications

EDUCATION:

Associate's degree or Bachelor's in Business or Accounting preferred.

  

EXPERIENCE:

2-3 years customer service, general office, accounting and quality assurance experience preferred.

 

COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:

  1. Knowledge of Student Loan industry, Loan Servicing and/or Originations systems preferred.
  2. Service Excellence
  3. Oral communications
  4. Written communications
  5. Working with MS Office
  6. Problem Solving
  7. Managing Multiple Priorities
  8. Decision Making and Critical Thinking
  9. Leadership
  10. Accuracy/Attention to Detail
  11. Initiative
  12. Coaching

EEO Statement

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 Talent Acquisition & Recruiting.

Nelnet is a drug free and tobacco free workplace.

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Job Details

Date Posted October 25, 2018
Date Closes November 24, 2018
Requisition 2018-6492
Located In Aurora, CO
SOC Category 00-0000.00
Location