Affiliate Oversight Lead-Nelnet Bank

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.

Nelnet Bank is seeking a detail-oriented, proactive professional to support the monitoring and oversight of our affiliate partners, which provides loan servicing and shared services support. This role is critical to ensuring quality, compliance, and operational excellence in our affiliate partnerships. The ideal candidate will combine strong analytical skills with relationship management capabilities and be a clear communicator. Key responsibilities will include driving issue resolution, performance and quality monitoring, and risk mitigation.

This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates Living within 30 miles of an office location to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence three days per week.

Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

Key Responsibilities:

• Quality Control & Monitoring

  • 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.

• Affiliate Relationship Oversight

  • 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.

• Issue Management

  • 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.  

• Performance & Risk Management

  • 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.

Qualifications:

Education:

• Preferred, Bachelor’s degree in Business, Finance, Communications, or equivalent experience.

Experience:

• 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, operati