K12 Implementation Specialist I – OA/OE – SIS

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 Implementation Specialist I – A&E – FACTS – NBS is the key player for effective communication and implementation of schools who are utilizing FACTS products and services. This position will serve as the primary point of contact for a client during the implementation phase of a product or products. In addition, this position will be responsible for the effective implementation of new and existing clients to our Online Application/Online Enrollment (A&E), SIS platform, Enterprise platform or other “stand alone” products, as applicable. The A&E Implementation Specialist I will also facilitate internal/external business calls to ensure the correct setup of products and to introduce points of contact for the client.

JOB RESPONSIBILITIES:

1. Provide support as part of an overall Implementation team to an Institution who is implementing one or more FACTS products/services.

2. Contact school(s) to establish A&E Implementation timeline(s) and expectations.

3. Work closely with CSM’s from other FACTS Operations teams and/or RVP’s to enhance the customer experience and satisfaction.

4. Verify and/or complete the Implementation Checklist.

5. Setup and configure the FACTS Tuition Management System to integrate with FACTS Application and Enrollment and FACTS SIS.

6. Coordinate data exchanges with clients and their various information systems.

7. Work with other operational departments (e.g., Account Management) to ensure a smooth transition from Implementation.

8. Establish and maintain a training program for client institutions, including curriculum and training sessions customized for the institution’s needs.

9. Conduct online training with new institutions and/or new contacts at existing institutions, instructing them on all aspects of the products they are implementing.

10. 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.

11. Provide ideas and analysis in regards to enhancements to current processes and features of new or existing products.

12. Answer product specific questions and/or find appropriate resources to answer questions about products. (Includes the Enterprise System, stand-alone products, partnership companies, FACTS SIS, and integration related topics.)

13. Overall management of technical and operational aspects for NBS product implementation.

14. Provide monthly reporting of activities to the Team Leader.

15. Provide phone support for A&E phone queue and back-up for all areas of FACTS as needed.

16. Maintain personal tracking in CRM/Salesforce and other internal tracking required for auditing purposes.

EDUCATION:

Associates Degree in related field (Bachelor’s preferred).

EXPERIENCE:

1. Three years of experience in product service or implementation preferred.

2. Experience providing excellent customer service.

3. Experience with FACTS products

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

1. Solid working knowledge of existing FACTS/NBS Enterprise and SIS products, stand-alone products (as applicable), as well as future products.

2. Strong interpersonal and communication (both written and verbal) skills with the ability to constructively discuss sensitive issues.

3. Very detail oriented and a creative thinker.

4. Ability to work as a team player and establish good rapport with co-workers.

5. Excellent customer service skills (friendly, courteous, helpful and patient).

6. Excellent prioritization, organization, and time management skills.

7. Strong computer skills, including experience using Microsoft Office applications, Web Forms, and the Internet.

8. Ability to effectively instruct customers in the use of computer application and other services.

9. Ability to handle stressful situations and meet deadlines.

10. Strong initiative to get tasks and objectives completed without supervision.

11. Ability to work in a fast-paced environment and effectively lead change.

12. Ability to work overtime as required, without supervision.

13. Ability to take direction from multiple sources and prioritize effectively.

14. A positive can-do attitude.

Pay band for this position: $22.00 – $25.00 an hour depending on experience.

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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 Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net .

Nelnet is a Drug Free and Tobacco Free Workplace.

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. A lot more. We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.

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