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, 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 position is responsible for providing support through the implementation process to clients using FACTS products. The Implementation Specialist is a support contact for clients and responsible for the migration and/or setup of various products, training and integration of internal and external services. Products could include, but are not limited to, School Information System (SIS) products, Integrations, and Enterprise platform, as applicable.
Responsibilities:
- Provide support as part of an overall Implementation Team to clients who are is implementing one or more FACTS products/services.
- Contact with school(s) to establish Implementation timeline(s) and expectations.
- Work closely with all FACTS CSMs, RVPs and/or PMs to enhance the customer experience and satisfaction.
- Completion and or verification of the implementation checklist.
- Coordinate data exchanges with clients for transfer to FACTS systems and ensure clients’ verification of data transferred to their satisfaction.
- Work with other Operational departments (e.g. Account Manager) to ensure smooth transition from Implementation.
- Obtain required client authorizations and/or sign-offs during appropriate phases of implementation.
- Establish/maintain a training program for clients including curriculum and training sessions customized for their needs.
- Conduct online training with new institutions and/or new contacts at existing institutions, instructing them on all aspects of the products they are implementing.
- Contribute to documentation and/or training materials in one of more of the following ways: 1) provide input from customer requests; 2) develop materials; 3) maintain materials and/or 4) research and implement new ways to present materials for clients.
- Provide ideas and analysis in regards to enhancements to current processes and features of new or existing products.
- Overall management of technical and operational aspects for FACTS product implementation.
- Provide phone support and back-up for all areas of NBS-FACTS as needed.
- Maintain all client communication and documentation in Salesforce daily.
Qualifications:
EDUCATION:
Associate Degree in related field (Bachelors preferred).
EXPERIENCE:
- 3 years of experience in product service or implementation
- Experience in providing top-of-the-line client support and building excellent client relationships is required.
COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
- Strong interpersonal and communication (both written and verbal) skills with the ability to objectively discuss sensitive issues.
- Very detail oriented problem solver and a creative thinker.
- Ability to work as a team player and establish good rapport with co-workers.
- Excellent customer service skills (friendly, courteous, helpful and patient).
- Excellent prioritization, organization, and time management skills.
- Strong computer skills, including experience using Microsoft Office applications and FACTS systems.
- Ability to effectively educate clients in the use of FACTS products.
- Ability to multi-task, handle stressful situations, and meet deadlines.
- Strong initiative to get tasks and objectives completed without supervision.
- Ability to work in a fast paced environment and positively support change.
- Ability to work overtime as requested, without supervision.
- Ability to take direction from multiple sources including peers and prioritize effectively.
- A positive person with a can do attitude with ability to make confident decisions.
Colorado Candidates: Salary range for this role is $35,000- $45,000
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
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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.
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