Consumer Operations Analyst

Nelnet•Lincoln, NE

2d•$50,000 - $70,000•Hybrid

About The Position

This position is focused on serving our Consumer Loans operations team by identifying operational risks and inefficiencies through data analysis, designing solutions, and executing those solutions end-to-end. This role is responsible for building and maintaining reporting tools that monitor operational performance, performing data querying and root cause analysis to assess borrower and operational impact, and driving improvements through established consumer initiative pathways. The Operations Analyst owns work from identification through validation, ensures operational readiness is built into every implementation, and keeps stakeholders informed throughout the lifecycle of each initiative. This position delivers measurable impact to operations by monitoring, identifying, solutioning, and executing on improvements to bring business value.

Requirements

3-4 years of experience in an analytical, student loan, technical, problem-solving or project management position.
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
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

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.