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 Nelnet Campus Commerce (NCC) Director of Client Experience is responsible for delivering a superior client service experience for our Higher Ed institutions and their consumers. This position provides leadership and direction for the ongoing client support of our Higher Education customers. In addition, this position works closely with all NCC departments creating a unified customer experience. The NCC Account Management teams report to this position.

JOB RESPONSIBILITIES:
1. Promote a superior customer service culture that provides a competitive advantage to the business.
2. Foster a deep understanding of teams’ activity, roles, and challenges actively working to improve the client experience.
3. Leverage technology in providing multiple, efficient channels to interact with our customers.
4. Ensure team is trained and knowledgeable on all products and services to better serve our customers.
5. Be accountable to defined Service Level Agreements (SLAs) and manage to those standards.
6. Collaborate with all NCC departments to ensure strong positive working relationships which present a unified front to the customer.
7. Execute proper escalation channels for team, directly handling client issues as they arise.
8. Execute on company strategic initiatives and initiatives assigned and shared to your division.
9. Create appropriate and relevant goals that provide measurable and achievable results. Communicate these goals and assign responsibilities among Managers and Team Leads.
10. Establish and track metrics that measure and report the key operational aspects of the client experience.
11. Collaborate with the FACTS Director of Client Experience in order to gain best practices and efficiencies among the teams and to ensure like positions are established and graded similarly.
12. Provide consistent and effective communication to both the Operations teams and the leadership teams of Nelnet Business Solutions (NBS) and Nelnet.
13. Effectively manage multiple teams in various locations.
14. Grow, coach, and continually develop a team of talented individuals to meet the requirements of a strong customer service culture.
15. Coordinate necessary training with internal resources, not limited to the Corporate Training team.
16. Prepare reports pertinent to areas of responsibilities.
17. Assist in the preparation of an annual operating budget and manage expenses to operate within the budget.
18. Forecast, monitor, and adjust staffing requirements as needed.
19. Develop customer service support models for new business lines and international opportunities.
20. Participate in meetings with top clients/prospects, including coordinating office visits by our customers.

EDUCATION:
Bachelor’s Degree in a Business or related field or an equivalent combination of education and experience.

EXPERIENCE:
7+ years management experience in a customer service environment.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
1. Excellent communication and interpersonal skills.
2. Strong organizational and follow through skills.
3. Ability to prioritize and manage multiple concurrent projects.
4. Proven leadership and problem-solving skills.
5. Strong work ethic and self-motivated.
6. Positive team player with customer service orientation.
7. Flexibility to adapt quickly to new situations.
8. Technically proficient.
9. Familiarity with applications such as MS Word, Excel, PowerPoint, Outlook, and SharePoint.
10. Ability to travel for client visits and relevant internal and external conferences.
Salary range for this role is $110,000 to $120,000.

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.

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.