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Nelnet Firstmark Delinquency Management Team Lead II in Boston, Massachusetts

Nelnet is a student loan servicer that's grown into a fiber internet pioneer, real estate investor, and software provider. But that's just the beginning. With 6,500 associates and growing, we take our business wherever superior customer experiences and ingenuity are needed.

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.

Provide leadership support in an effort to ensure team members are meeting/exceeding expectations, as well as, working to achieve departmental goals and objectives.

Job Responsibilities:

  1. Commit to Performance Based Organization (PBO) & Easy to Do Business with (ETDBW) philosophy.

  2. Contribute to Continuous Process Improvement.

  3. Assist Supervisor/Manager in preparing monthly performance reviews.

  4. Lead and manage team in absence of departmental leadership.

  5. Organize and oversee workflow, ensuring daily/weekly/monthly goals are achieved.

  6. Serve as resource person and subject matter expert within area.

  7. Coordinate training, cross-training, and mentoring support to the team.

  8. Serve as a liaison between Supervisor, team, and other departments with regard to resolving problems and/or issues, while assuring open communication lines.

  9. Evaluate and explain performance metrics at a team and associate level.

  10. Develop team members’ skills and aiding in the process of career planning.

  11. Perform designated quality control functions to minimize department risks and provide feedback to Supervisor, utilizing statistical data (productivity rates, error rates, and month end reports).

  12. Lead and/or participate in special projects.

  13. Facilitate team meetings.


Associate’s degree or Bachelor’s in Business or Accounting preferred.


  1. 6 months to 1 year leadership experience preferred.

  2. 2+ years of customer service, general office, accounting or quality assurance experience preferred.


  1. Knowledge of Student Loan industry, Loan Servicing and/or Originations systems preferred.

  2. Service Excellence

  3. Oral communications

  4. Written communications

  5. Working with MS Office

  6. Problem Solving

  7. Managing Multiple Priorities

  8. Decision Making and Critical Thinking

  9. Leadership

  10. Accuracy/Attention to Detail

  11. Initiative

  12. Coaching

Our benefits package includes 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. Click here to learn more about our benefits: LINK ( .

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or 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 or State law or local ordinance.

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 .

Nelnet is a Drug Free and Tobacco Free Workplace.

Nelnet is a leading student loan servicer – but we’re even more than that. We’re a professional services company, telecommunications innovator, and K-12 and higher education expert (and that’s just the shortlist). For over 40 years, we’ve been serving our customers and making their dreams possible.

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