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Nelnet Firstmark Services Representative II - Payments Processing in Topeka, Kansas

Nelnet is a student loan servicer that's grown into a fiber internet pioneer, real estate investor, and software provider. But that's just the beginning. With 6,500 associates and growing, we take our business wherever superior customer experiences and ingenuity are needed.

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.

Respond to customer inquiries regarding general consumer loan issues & questions. Responsible for the research and administration that relate to these activities.

  • Ensure integrity of data and information.

  • Respond to customer requests by accessing Loan Servicing and/or Originations systems.

  • Resolve issues and complete document transactions (school enrollment updates, deferment/forbearance processing, borrower payments, monetary transactions, claims processing).

  • Update information on accounts in the Loan Servicing and/or Originations systems.

  • Utilize imaging systems.

  • Perform other tasks related to resolving customer needs.

  • Contact customers on accounts.

  • Negotiate transactions in accordance with established laws, regulations, and policies.

  • Prepare reports or filings.

  • Monitor and maintain various documents.

  • Research and correct issues in an appropriate time period as designated by department standards.

  • Reconcile assigned accounts.

  • Assist other departments in investigating problems as needed.

  • Maintain performance data within the appropriate systems.

  • Mentor/Train other associates as needed.

  • .Commit to Performance Based Organization (PBO) & Easy to Do Business with (ETDBW) philosophy.

  • Contribute to Continuous Process Improvement.


High school degree or equivalent required.


1 - 2 years customer service experience and/or general work experience preferred. Knowledge of Loan Servicing and/or Originations systems preferred.


  • Service Excellence

  • Oral communications

  • Written communications

  • Teamwork

  • Accuracy/Attention to Detail

  • Working with MS Office

  • Business Math

  • Problem Solving

  • Managing Multiple Priorities

Pay Rate of $13.53

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 Nelnet Corporate Recruiting.

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.

Nelnet is a leading student loan servicer – but we’re even more than that. We’re a professional services company, telecommunications innovator, and K-12 and higher education expert (and that’s just the shortlist). For over 40 years, we’ve been serving our customers and making their dreams possible.

EEO Info (https://nelnetinc.com/wp-content/uploads/EEO-poster.pdf) | EEO Letter (https://nelnetinc.com/wp-content/uploads/EEO-Jeffs-Letter.pdf) | EPPA Info (https://nelnetinc.com/wp-content/uploads/Employee-Polygraph-Protection-Act-Poster.pdf) | FMLA Info (https://nelnetinc.com/wp-content/uploads/FMLA-Leave.pdf)