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Faces of Nelnet: Justin Fischer, Supervisor, Nelnet School Service Center

May 16, 2012

Justin Fischer, Supervisor, Nelnet School Service Center

Jodi Miller: What does “superior customer service” mean to you?

Justin Fischer:   Superior customer service means always doing your best to help the customer.  Even if we cannot always give our clients everything they want, we can always give them the information they need to do their jobs and a good understanding of the rationale behind our decisions.  Proper communication and honesty is pivotal in building a long-lasting working relationship.

Jodi: Please describe a typical day for you.

Justin:  It’s hard to describe a typical day for me given that my activities change depending on the needs of the department.  As the supervisor, it’s my responsibility to ensure that my staff has everything they need to give the best service possible to our school clients.  Most of my day is spent either brainstorming new ways to enhance our service or implementing innovative ideas to increase cooperation and decrease operation cost for all parties.

Jodi: How does your job provide the greatest impact on Financial Aid offices?

Justin:  Our jobs provide the greatest impact to Financial Aid Officers by given them a friend within the company.  Our schools always have a ticket to the front of the line to talk to an experienced and friendly advisor that is here to help them clarify any question or resolve any issue within our ability. 

Jodi: Describe one of your most memorable interactions with a customer.

Justin:  I took an escalated call from a Financial Aid Officer who was working on a student’s file whose family had just passed away in a car crash.  The school could not get in touch with the student, and the student’s loans were progressively becoming more and more delinquent.  The school was very concerned for the student’s well being and wanted to help but didn’t have any way to reach the student to offer assistance.  Through our conversation, we worked together to compare demographic information and track down the student’s last remaining relative to initiate the contact.  We both worked with the student to help the student get into a good spot with their loans so they could focus on their family.

Jodi: Tell me about your favorite vacation experience.

Justin: My favorite vacation experience was a week of scuba diving in Cozumel, Mexico.  It was a truly surreal experience that I’ll remember for the rest of my life.

Jodi: What are you most looking forward to doing this summer?

Justin:  I’m most looking forward to riding my motorcycle.  During the winter, I really don’t get the opportunity to feel the wind in my hair. So, I’m looking forward to a summer of long rides and good friends.

Jodi:  If you could describe yourself with one word, what would it be?

Justin:  Honest

Jodi Miller, Western Regional Director & Social Media Strategist, Nelnet Partner Solutions

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