Managing Director- Contact Center (In Office)

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.

The Managing Director of Contact Center is accountable for all teams interacting with borrower/consumer customers within NDS. This is inclusive of Federal loan borrowers, consumer loan borrowers, Business Process Outsourcing (BPO) call center work and first party post default recoveries teams. It is a pivotal role responsible for driving excellence in customer support, contact center operations, collections, call center vendor management, agent training and strategic initiatives. This role requires a blend of leadership, strategic vision, financial acumen, and cross-functional collaboration to achieve organizational goals while ensuring adherence to compliance and risk management standards.

This position requires work in support of the Company's contract with the United States Department of Education ("ED"). As such, the United States Government requires that any applicant for this position must complete United States Government security clearance. Effective June 1, 2018, ED has informed Nelnet that security clearance applications for foreign nationals are not being accepted or processed. In light of this direction from ED, Nelnet will be unable to hire applicants without United States citizenship for such positions.

Responsibilities:

1. Financial Management:

• Manage contact center expenses to achieve or exceed net income goals while maintaining operational excellence.

• Develop and implement cost-saving strategies without compromising service quality or customer experience.

2. Service Level Agreements (SLAs) Management:

• Establish accountability for meeting or surpassing SLAs related to customer service metrics, response times, and resolution rates.

• Oversee performance monitoring results and action plans to ensure SLAs are consistently met or exceeded.

• Engage with client services teams to deliver on client expectations and address any concerns or issues proactively.

3. Strategic Direction and Goal Setting:

• Set strategic direction and goals for customer support, collections, and contact center operations in alignment with Nelnet's strategic objectives.

• Develop and implement initiatives to enhance efficiency, reduce costs, and improve customer experience across all touchpoints.

4. Cross-Functional Collaboration:

• Collaborate with stakeholders across the organization to identify opportunities for cost reduction, process optimization, and enhancement of customer experience.

• Lead or participate in cross-functional projects aimed at achieving organizational goals and improving operational efficiency.

5. Vendor Management:

• Oversee call center vendor relationships, including onshore, nearshore, and offshore services, to ensure delivery of expected results within budget constraints.

• Set expectations, monitor performance, and foster long-term partnerships with vendors to drive operational excellence and cost efficiency.

6. Payment Strategy:

• Develop and execute payment collection strategies to meet or exceed client expectations while minimizing risk and portfolio losses.

7. Compliance and Risk Management:

• Ensure all activities and practices adhere to compliance policies, and contract and regulatory requirements, minimizing risk exposure for the organization.

• Support audit-related activities and client visits , providing necessary information and documentation as needed.

8. Continuous Improvement and Best Practices:

• Stay informed of industry best practices and trends, evaluating and implementing strategies that benefit the business and enhance operational efficiency.

• Foster a culture of continuous learning and improvement, promoting the adoption of best practices and innovative solutions.

9. Training and Culture Development:

• Oversee the effective training of all new contact center associates, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional service.

• Create and foster a culture that aligns with Nelnet's core values, promoting teamwork, accountability, and a customer-centric mindset.

Qualifications:

• Bachelor's degree in Business Administration, Management, or equivalent experience needed.

• 10 years of experience in customer service management, contact center operations, dialing and diligence management or related roles, with a proven track record of achieving financial targets and SLAs.

• Strong leadership and strategic planning skills, with the ability to set direction, drive change, and inspire teams to deliver results.

• Excellent communication, negotiation, and relationship-building skills, with the ability to collaborate effectively across departments and with external partners.

• In-depth knowledge of compliance standards, risk management practices, and industry regulations related to customer service, diligence and first party post default recovery , and vendor management.

• Experience managing vendor relationships and outsourcing partnerships, including offshore and nearshore services.

• Proficiency in data analysis, financial management, and project management tools/software.

This position is based in office at our Headquarters in Lincoln, NE

Salary Range: $140,000- $175,000 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 an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or 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 or State law or local ordinance.

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.

You may know Nelnet as the nation's largest student loan servicer - but we do more than that. A lot more. We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.

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