Consumer Operations Analyst

Job Summary

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. The Operations Analyst owns the work from identification through validation, ensures operational readiness is built into every implementation, and keeps stakeholders informed throughout the lifecycle of each initiative.

• 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.

Nelnet believes in a hybrid work environment that accommodates both in‑office and remote work. The standard hybrid work schedule includes a 24/16 hour (in‑office/work‑from‑home) split for associates that reside within 30 miles of an office. At this time, we are unable to consider candidates that reside in the following states:

• Alabama
• California
• Connecticut
• Hawaii
• Illinois
• Maine
• Massachusetts
• Michigan
• New Jersey
• New York
• Oregon
• Rhode Island
• Vermont
• Washington

4‑year college degree preferred.

3–4 years of experience in an analytical, student loan, technical, problem‑solving or project management position (required). 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

Starting salary range for this position: $50k - $70k annually (DOE).

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.

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law.

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 402‑486‑5725 or c Nelnet is a Drug Free and Tobacco Free Workplace.