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.

This role serves as the business leader responsible for defining strategy, driving operational excellence, and delivering measurable results for the consumer loan servicing contact center. It involves partnering directly with clients and senior stakeholders to establish contact center and customer experience strategies, align expectations, and deliver outcomes focused on growth, performance, compliance, and customer satisfaction.

The role provides leadership for teams accountable for customer service within Consumer Loan Servicing Contact Center operations, including client collaboration, workforce management, vendor oversight, forecasting, staffing, training, quality assurance, data and reporting, regulatory adherence, and financial performance (P&L).

Key Responsibilities

Consumer Loan Servicing Strategy & Operations

Lead consumer loan servicing contact center operations ensuring compliant, efficient, and customer-focused servicing for consumer loan portfolios (e.g., personal loans, private student loans, or similar consumer credit products).

Client & Senior Stakeholder Partnership

Partner directly with clients, executives, and senior internal stakeholders to define servicing strategy, establish success metrics, align expectations, and deliver measurable business and customer outcomes.

Financial & P&L Management

Develop and manage budgets including revenue targets, vendor costs, technology investments, and staffing expenses to achieve gross margin and net income objectives for consumer loan servicing programs.

Operational Excellence & Compliance

Ensure adherence to consumer lending regulations and servicing requirements (e.g., CFPB, FDCPA, FCRA, UDAAP, state regulations), internal policies, and client contractual obligations.

Workforce & Performance Management

Oversee forecasting, staffing models, training, quality assurance, and performance management to optimize service levels, productivity, and customer experience.

Data, Reporting & Insights

Leverage servicing data, call center metrics, and portfolio analytics to inform decision-making, identify trends, and provide transparent reporting to clients and senior leadership.

Cross-Functional Partnership

Partner with and influence cross-functional teams (operations, compliance, technology, analytics, training) to deliver integrated consumer loan servicing solutions.

Continuous Improvement & Innovation

Champion a culture of continuous improvement, driving process optimization, automation, and innovation to improve outcomes for borrowers, clients, and the organization.

People Leadership & Talent Development

Select, develop, coach, and mentor leaders and team members, building a high-performing, growth-oriented organization aligned to business objectives.

Experience

• Minimum 7+ years of progressively responsible experience in loan servicing, contact center operations, with demonstrated leadership responsibility.

• Proven experience partnering directly with clients or senior stakeholders to define strategy, manage complex relationships, align expectations, and deliver measurable results.

• Experience leading growth-oriented initiatives such as scaling operations, onboarding new clients, expanding service offerings, or improving portfolio performance.

• Demonstrated financial acumen, including P&L ownership, budgeting, and cost optimization in a servicing or contact center environment.

• Experience leading cross-functional teams and managing third-party vendors in regulated consumer lending environments.

Competencies – Skills, Knowledge & Abilities

• Consumer Loan Servicing Expertise: Strong knowledge of consumer loan products, servicing workflows, borrower lifecycle management, and regulatory requirements.

• Client & Stakeholder Management: Ability to build trusted relationships with clients and senior leaders, influence outcomes, and align strategy to execution.

• Growth Orientation: Demonstrated ability to identify growth opportunities, scale operations, and deliver results that support portfolio and organizational expansion.

• Strategic & Analytical Thinking: Ability to analyze servicing data, portfolio trends, and operational metrics to inform strategy and continuous improvement.

• Operational Leadership: Expertise in contact center operations, workforce management, quality assurance, and performance optimization.

• Regulatory & Risk Awareness: Strong understanding of compliance obligations and risk management in consumer loan servicing environments.

• Communication Excellence: Exceptional verbal and written communication skills, including executive-level presentations and client-facing discussions.

• Change Leadership: Ability to lead teams through change, implement new processes or technologies, and champion innovation.

• People Development: Proven ability to develop leaders, coach teams, and build high-performing, accountable organizations.

Education

• Bachelor’s degree required.

• Master’s degree in business, finance, or a related field strongly preferred.

Nelnet believes in a hybrid work environment that accommodates both in-office and remote work. This model promotes a positive work-life balance and culture, enabling in-person collaboration when possible while also providing benefits associated with remote work. The standard hybrid work schedule includes a 24/16 hour (in-office/work-from-home) split for associates that reside within 30 miles of an office.

Starting salary for this position is $94,838.30 annually.

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 committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

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.