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EP - Quality Specialist II

Nelnet Lincoln, NE
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Job Description

  • EP - Quality Specialist II

    Job Locations US-NE-Lincoln
    Posted Date 3 days ago(5/25/2018 9:27 AM)
    Job ID
    2018-6494
    # of Openings
    9
    Category
    Administrative/Clerical

Overview

Perform multiple complexduties including monitor, review, evaluate, research calls and accounts within
department. Provide feedback and assist in developing and improving service to our customers. May respond to external/internal customer inquiries (email/phone)



Responsibilities

  1. Contribute to Continuous Process Improvement.
  2. Manage multiple conflicting priorities & consistently meet deadlines.
  3. Identify trends and problems.
  4. Ensure compliance with Federal regulations and departmental policies.
  5. Provide one-on-one coaching to assist in improved quality.
  6. Research and resolve complex and unique scenarios.
  7. Work with internal and external customers on resolving account issues.
  8. Maintain files on internal customer trends.
  9. Develop, maintain and distribute reports as necessary.
  10. Provide backup support as directed by leadership team.
  11. Perform quality control functions as needed.
  12. Monitor call center inbound and outbound using software products
  13. Provide information to supervisors and trainers regarding identified problem areas
  14. Ensure procedures are in compliance with Federal regulations and department policies
  15. Provide assistance with training and serve as resource to internal and external departments on usage of reports and tools
  16. Provide assistance on assigned special projects
  17. Perform designated quality control functions to minimize department risk and provide feedback to Supervisors utilizing statistical data
  18. Complete due diligence reviews on selected accounts to ensure regulator requirements are completed

Qualifications

EDUCATION:

High school diploma and college coursework

 

EXPERIENCE:

  1. 2-3 years of Customer service, general office, accounting, collections, call center or background in quality assurance
  2. Quality monitoring experience
  3. Knowledge of student loans and leadership experience  
  4. Experience in analytics

COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:

  1. Service Excellence
  2. Oral communications
  3. Written communications
  4. Teamwork
  5. Accuracy/Attention to Detail
  6. Working with MS Office
  7. Problem Solving
  8. Managing Multiple Priorities
  9. Decision Making and Critical Thinking
  10. Industry Knowledge
  11. Initiative

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 November 27, 2018
Date Closes December 27, 2018
Requisition 2018-6494
Located In Lincoln, NE
SOC Category 00-0000.00
Location