Nelnet · 18 hours ago
Director of Portfolio Performance
Lincoln, NE
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expNelnet is a diversified and innovative company committed to enriching lives through the power of service. They are seeking a highly driven, results-oriented Director of Portfolio Performance to lead and continuously improve multi-channel collections strategies, ensuring compliance and positive customer experience while delivering measurable outcomes.
Financial ServicesInformation TechnologyPayments
Responsibilities
Lead and manage collections teams delivering multi-channel outreach, including voice, digital, and self-service solutions
Develop and optimize collections strategies across the full delinquency curve to drive recoveries and improve borrower outcomes
Act as the Subject Matter Expert on Nelnet’s collections competencies, showcasing strategies, compliance, and performance results. Highlight team success, support service offering sales, and present progress to C-suite executives
Partner with strategic clients to proactively establish performance targets and ensure transparent reporting against those goals, while maintaining a bias toward action. Build strong relationships with key client stakeholders to address real-time adjustments and alerts as they arise
Use data-driven insights to continuously refine channel mix, messaging, cadence, and operational processes
Ensure full compliance with applicable federal, state, and client-specific regulatory requirements while minimizing risk
Balance performance delivery with customer trust, ensuring respectful, compliant, and effective borrower engagement
Qualification
Required
Bachelor's degree required
8+ years of progressive experience in collections, credit, or servicing roles, with at least 3–5 years in a senior leadership or director-level capacity
Demonstrated success managing large or complex delinquent portfolios across multiple products or asset classes
Deep experience leading multi-channel collections strategies, including voice, digital outreach, and self-service solutions
Strong working knowledge of federal and state collections regulations (e.g., FDCPA, UDAAP, CFPB guidance) and proven experience operating in highly regulated environments
Proven ability to set, manage, and achieve performance targets tied to financial and operational outcomes
Advanced analytical skills with experience leveraging data, reporting, and performance frameworks to drive continuous improvement
Experience partnering directly with clients or senior stakeholders to define strategy, align expectations, and deliver measurable results
Strong people leadership experience, including building, developing, and holding teams accountable for performance
Deep understanding of collections best practices, telephony services, and call center operations
Ability to gather and analyze data, prioritize market trends, and define actionable strategies
Strong skills in budgeting, forecasting, and financial modeling
Excellent verbal and written communication skills, including the ability to present complex information to clients, vendors, and internal teams
Skilled in managing multiple projects simultaneously, coordinating cross-functional teams, and delivering results on time and within budget
Proficient in Microsoft Excel and other data analysis tools
Ability to thrive in dynamic environments, manage change, and drive continuous improvement
Commitment to delivering high-quality customer outcomes and exceeding client requirements
Preferred
Advanced degree or relevant professional certifications preferred
Certification in project management (PMP, Six Sigma, or similar) is a plus
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
Erin Harms
Chief Financial Officer
Ben Focht
Chief Information Security Officer, Nelnet Bank
Recent News
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