Nelnet - Back Office Processing Agent

About the job

Disclaimer Following Finastra’s sale of the Student Lending business to Nelnet, Finastra is providing temporary transition support by managing the recruitment process for this role. While Finastra team members will be involved in recruiting activities, the successful candidate will join Nelnet as an employee and perform all work on behalf of Nelnet.

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, renewable energy solutions, 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.

Job Title: Nelnet Back Office Processing Agent

Position Status: Full Time

Department: Repayment Assistance Services

Location: Mississauga (Fully onsite role).

Position Reports to: Manager - Repayment Assistance Services

Job Overview This Back Office Processing Agent role is responsible for:

• Processing repayment assistance requests received from student loan borrowers, Financial Institutions and the Federal/Provincial student loan programs. The Back Office Processing Agent will achieve and strive to exceed both the productivity and accuracy standards pre-determined within the Repayment Assistance Services department. This is done by completing daily Student Lending tracking while processing RAP applications within the defined standards for each specific program to ensure that all Service Levels are adhered to and applications are processed in a timely and accurate manner. The Back Office Processing Agent adheres to the Privacy Standards at all times, ensuring that privacy and security are always maintained within the Student Lending.
• Verifying through various servicing systems that the borrower qualifies for these programs by successfully identifying and examining any exceptions or other anomalies on the document or within the servicing systems and presenting all exceptions for remediation. The role entails using both the IR and RAP adjudication models to determine program eligibility for student loan borrowers. This is done by using various servicing systems/tools to assist with the adjudication process.

Required Competencies

• High School Diploma required.
• High attention to detail is required in order to verify any discrepancies to the document.
• Ability to visually validate within the servicing systems that all pertinent information has been entered correctly, while maintaining productivity standards.
• Meet or exceed productivity standards while maintaining high quality standards.
• Excellent keyboarding skills, with the ability to successful maintain high quality standards.
• Advance Windows and MS Office skills with the ability to navigate through multiple windows while maintaining high accuracy.
• Excellent communication skills (verbal/written/interpretation).
• Demonstrated ability to exercise appropriate analytical and judgment skills when dealing with moderate to complex procedures and situations when dealing with customers.
• Works within defined processes, procedures or methodologies and may help determine the appropriate approach to complete a task.
• Identify and implement process improvements.
• Excellent time management skills, with the ability to adapt to an ever-changing environment.
• Basic to intermediate mathematical skills would be preferred.
• Required to work on site at our Collaboration Hub in Mississauga
• Flexible and available within business hours: Monday to Friday schedule (7:30 am to 6 pm)
• Overtime available on Saturdays during peak times.

Special Requirement This job has access to Protected B data and as a result the successful applicant will require their Personal Enhanced Reliability Check (PERC) clearance, prior to commencing work.

As part of our hiring process, we may use artificial intelligence (AI) technology to help screen and shortlist applications. All final hiring decisions are made by our recruitment team.

This position is for an existing vacancy within our organization.

Compensation: $38,000 annual.