Consumer Operations Analyst

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.

JOB RESPONSIBILITIES:

• Develop and maintain reporting tools and monitoring outputs that proactively surface operational trends anomalies and risks requiring further investigation.

• Perform data querying and analysis (including SQL) to investigate findings assess root cause scope affected populations and quantify borrower and operational impact.

• Translate data findings into clear recommendations including a point of view on priority and rationale and communicate them to the right audience in the right format based on urgency and scope.

• Design and implement solutions to operational problems building sufficient working knowledge of relevant processes and systems to pressure test hypotheses and drive resolution independently.

• Conduct initial triage on identified issues and bring findings with context impact assessment and a prioritization recommendation to operations leadership and cross-functional partners.

• Manage multiple concurrent work items independently; recognize when complexity or severity warrants escalation and act accordingly.

• Build and maintain documentation for processes data definitions reporting logic and system functionality to support team knowledge and continuity.

• Engage stakeholders throughout the lifecycle of work keeping the right people informed building buy-in and flagging delays or scope changes proactively.

• Continuously develop proficiency in analytical and reporting tools relevant to the business and apply new capabilities to improve work output.

• Commit to Performance Based Organization (PBO) & Easy to Do Business with (ETDBW) philosophy.

• Contribute to Continuous Process Improvement.

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 is subject to change based on manager discretion.

At this time we are unable to consider candidates that reside in these states: Alabama California Connecticut Hawaii Illinois Maine Massachusetts Michigan New Jersey New York Oregon Rhode Island Vermont Washington.

EDUCATION:

4-year college degree preferred.

EXPERIENCE:

• 3-4 years of experience in an analytical student loan technical problem-solving or project management position. (REQUIRED)

• Experience with database concepts and simple query language (SQL)

• Some experience with analytical tools - Power BI Advanced Excel etc.

• Some experience with project management on small to medium projects

COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:

• Problem Solving

• Agile Methodology

• Business Math

• Oral communications

• Written communications

• Decision Making and Critical Thinking

• Accuracy/Attention to Detail

• Initiative

• Project Management

• Managing Multiple Priorities

• Moderate understanding of SQL Servicer and Snowflake reporting

• Moderate understanding of Jira and Confluence

• Moderate understanding of SQL language

Starting salary range for this position: $50k - $70k annually DOE

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.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring