Nelnet · 1 day ago
Affiliate Oversight Lead-Nelnet Bank
Lincoln, NE
Full-time
Hybrid
Entry, Mid Level
$60K/yr - $70K/yr
2+ years expNelnet is a diversified and innovative company committed to enriching lives through the power of service. They are seeking a detail-oriented professional to support the monitoring and oversight of affiliate partners, ensuring quality, compliance, and operational excellence in their partnerships.
Financial ServicesInformation TechnologyPayments
No H1B
Responsibilities
Perform regular quality control reviews of affiliate servicing activities
Conduct call monitoring and evaluate customer service interactions for accuracy and quality
Assist in program credit configuration reviews and accuracy of agent and customer-facing materials
Coordinate reviews of the contact center resources to ensure alignment with credit and program changes
Document and report oversight results and escalate findings
Identify trends, root causes of errors, and support corrective actions
Organize and facilitate contact center training to address gaps and improve quality. Partner with contact center management to provide agent coaching
Attend weekly meetings with the affiliate to review issues and project updates
Assist in coordinating documentation and evidence for affiliate-related requests, audits, and exams
Organize and oversee partner meetings and post-meeting actions
Collaborate with all Bank risk pillars to resolve issues and assess priorities
Engage necessary resources to remove blockers and enable progress
Identity, design, and implement process improvements focused on efficiency, automation, and collaboration
Create, track, and help manage affiliate issues, including resolution timelines, escalations, and aging
Ensure timely follow-up and closure; report progress and findings to the Bank risk pillars as needed
Collect and analyze monthly reports; escalate emerging risks
Monitor SLAs, KPIs, and contractual compliance, to ensure affiliate accountability
Review net promoter score and customer satisfaction survey responses to identify risks and opportunities for improvement
Support affiliate risk reviews and contribute to mitigation strategies
Organize historical documentation, communication, and performance metrics
Prepare high-quality internal presentation materials and communications with a high focus on accuracy
Qualification
Required
2+ years of experience in partner or account management, or relationship coordination, and serving as a primary point of contact
Hands-on experience in monitoring operational processes, tracking performance metrics, and verifying established standards
Strong background in reporting, data analysis, and documentation, preferably within banking, operations, loan servicing, or risk management environments
Familiarity with quality control reviews and issue tracking, including identifying trends and supporting corrective actions
Experience supporting cross-functional projects and collaborating with third-party service providers
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and ability to quickly learn new tools and systems
Strong analytical and problem-solving skills with the ability to interpret performance data and identify trends
Excellent verbal and written communication skills for clear reporting and stakeholder engagement
Strong organizational skills for managing documentation, deadlines, and multiple concurrent activities
Keen attention to detail and commitment to delivering accurate, high-quality work
Ability to manage multiple priorities in a fast-paced environment and meet strict deadlines
Collaborative mindset with strong interpersonal skills to build effective relationships with internal teams and affiliate partners
Ability to adapt to evolving regulatory requirements and operational processes
Preferred
Bachelor's degree in Business, Finance, Communications, or equivalent experience
Benefits
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
Robust wellness program
Company
Nelnet
Nelnet provides business, communications, and financial services.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Heath Roehr
Chief Technology Officer
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