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Faces of Nelnet: Michael Bruntz, Training and Quality Control Manager

August 27, 2010

Interviewed by Dawn Knight, Western Regional Director, Nelnet Partner Solutions


Michael Bruntz, Nelnet's Training and Quality Control Manager for the Customer Interaction Center

What are you most proud of with your department?

Michael: The ability of our associates to easily adapt to the rapidly changing industry.  I am very proud of the associates and their ability to help the customers through multiple channels including web chats, inbound and outbound phone calls, and e-mails. 

I’m proud of the Customer Interaction Center (CIC) for continuously looking for process improvements, not only from our customers’ feedback but our associates’ feedback as well.

What has been your biggest work-related challenge during the past 12 months?

Michael: Educating our customers and our associates on the PUT, Conduit, and new Direct Loan processes.  We recognize the potential customer confusion regarding movement and sale of their loans, etc. 

If you were asked by a school to explain what it is you do for Nelnet that impacts the school, what would you say?

Michael: I help to establish sound repayment habits for our customers to pay off their loans.

What are the goals of your department?

Michael: Low delinquency rate, low default rate, and educating our customers on sound repayment habits to pay off their loans.

If you could be anywhere in the Universe for New Year’s Eve, where would you be?

Michael: Times Square.  It is overwhelming and fun. 

What is your favorite movie snack?

Michael: Hot Tamales.

Name one thing that many people do not know about you.

Michael: I fix and flip houses and do most of the work myself.  I live on the property while it is being fixed up and sell it when all the work has been completed.

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