Director of Portfolio Performance

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 youre 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.

Key Responsibilities

• Lead and manage collections teams delivering multi-channel outreach including voice digital and self-service solutions

• Develop and optimize collections strategies across the full delinquency curve to drive recoveries and improve borrower outcomes

• Act as the Subject Matter Expert on Nelnets collections competencies showcasing strategies compliance and performance results. Highlight team success support service offering sales and present progress to C-suite executives

• Partner with strategic clients to proactively establish performance targets and ensure transparent reporting against those goals while maintaining a bias toward action. Build strong relationships with key client stakeholders to address real-time adjustments and alerts as they arise

• Use data-driven insights to continuously refine channel mix messaging cadence and operational processes

• Ensure full compliance with applicable federal state and client-specific regulatory requirements while minimizing risk

• Balance performance delivery with customer trust ensuring respectful compliant and effective borrower engagement

EDUCATION:

• Bachelors degree required; advanced degree or relevant professional certifications preferred

• Certification in project management (PMP Six Sigma or similar) is a plus.
  

EXPERIENCE:

• 8 years of progressive experience in collections credit or servicing roles with at least 35 years in a senior leadership or director-level capacity

• Demonstrated success managing large or complex delinquent portfolios across multiple products or asset classes

• Deep experience leading multi-channel collections strategies including voice digital outreach and self-service solutions

• Strong working knowledge of federal and state collections regulations (e.g. FDCPA UDAAP CFPB guidance) and proven experience operating in highly regulated environments

• Proven ability to set manage and achieve performance targets tied to financial and operational outcomes

• Advanced analytical skills with experience leveraging data reporting and performance frameworks to drive continuous improvement

• Experience partnering directly with clients or senior stakeholders to define strategy align expectations and deliver measurable results

• Strong people leadership experience including building developing and holding teams accountable for performance

COMPETENCIES/SKILLS:

Industry Knowledge:Deep understanding of collections best practices telephony services and call center operations

Analytical Skills:Ability to gather and analyze data prioritize market trends and define actionable strategies. Skilled in interpreting scorecard metrics such as NCO% Delinquency Rate Cure Rate Recovery Rate QA Pass Rate Complaint Rate CSAT/NPS RPC% RPR% and PTP Kept%.

Financial Analysis:Strong skills in budgeting forecasting and financial modeling. Ability to manage revenue and costs to achieve profitability goals.

Communication:Excellent verbal and written communication skills including the ability to present complex information to clients vendors and internal teams.

Project Management:Skilled in managing multiple projects simultaneously coordinating cross-functional teams and delivering results on time and within budget.

Technical Proficiency:Proficient in Microsoft Excel and other data analysis tools. Familiarity with CRM telephony platforms and reporting systems.

Adaptability:Ability to thrive in dynamic environments manage change and drive continuous improvement.

Customer Focus:Commitment to delivering high-quality customer outcomes and exceeding client requirements.

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 or.

Nelnet is a Drug Free and Tobacco Free Workplace.