Consumer Operations Analyst

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 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. This role is responsible for building and maintaining reporting tools that monitor operational performance, performing data querying and root cause analysis to assess borrower and operational impact, and driving improvements through established consumer initiative pathways.

The Operations Analyst owns work from identification through validation, ensures operational readiness is built into every implementation, and keeps stakeholders informed throughout the lifecycle of each initiative. This position delivers measurable impact to operations by monitoring, identifying, solutioning, and executing on improvements to bring business value.
JOB RESPONSIBILITIES:

• 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. This model promotes a positive work-life balance and culture, enabling in-person collaboration when possible while also providing benefits associated with 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. This is subject to change, based on manager discretion.
* EDUCATION:
4-year college degree preferred.
EXPERIENCE:

• 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

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

• Problem Solving
• Agile Methodology
• Business Math
• Oral communications
• Written communications
• Decision Making…