NDS Contact Center Director - Consumer Loan Servicing

Nelnet Servicing • Lincoln, NE

4d • Hybrid

About The Position

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).

Requirements

• 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.
• Strong knowledge of consumer loan products, servicing workflows, borrower lifecycle management, and regulatory requirements.
• Ability to build trusted relationships with clients and senior leaders, influence outcomes, and align strategy to execution.
• Demonstrated ability to identify growth opportunities, scale operations, and deliver results that support portfolio and organizational expansion.
• Ability to analyze servicing data, portfolio trends, and operational metrics to inform strategy and continuous improvement.
• Expertise in contact center operations, workforce management, quality assurance, and performance optimization.
• Strong understanding of compliance obligations and risk management in consumer loan servicing environments.
• Exceptional verbal and written communication skills, including executive-level presentations and client-facing discussions.
• Ability to lead teams through change, implement new processes or technologies, and champion innovation.
• Proven ability to develop leaders, coach teams, and build high-performing, accountable organizations.
• Bachelor’s degree required.

Nice To Haves

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

Responsibilities

• 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).
• 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.
• 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.
• Ensure adherence to consumer lending regulations and servicing requirements (e.g., CFPB, FDCPA, FCRA, UDAAP, state regulations), internal policies, and client contractual obligations.
• Oversee forecasting, staffing models, training, quality assurance, and performance management to optimize service levels, productivity, and customer experience.
• Leverage servicing data, call center metrics, and portfolio analytics to inform decision-making, identify trends, and provide transparent reporting to clients and senior leadership.
• Partner with and influence cross-functional teams (operations, compliance, technology, analytics, training) to deliver integrated consumer loan servicing solutions.
• Champion a culture of continuous improvement, driving process optimization, automation, and innovation to improve outcomes for borrowers, clients, and the organization.
• Select, develop, coach, and mentor leaders and team members, building a high-performing, growth-oriented organization aligned to business objectives.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director