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Faces of Nelnet: Matt Osmond, Customer Interaction Center

October 22, 2010

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

Matt Osmond, Manager, Customer Interaction Center


What are you most proud of within your department?

Matt Osmond: Being the new department that it is (since April 2010), I am most proud of the team being able to take something from an idea and to build that idea into a true product so we can take it out to the marketplace and fulfill a customer need.  All of those intricacies and pieces that are involved with taking something from ‘thought’ to ‘product’ is a huge undertaking, but one that we’re making happen.

What has been your biggest work related challenge during the past 18 months?

Matt: Over the last 18 months, I’ve been the manager over several areas: Loan Originations, Loan Servicing, and now the Education and Career Product Support Center.  I found the biggest challenge was being able to switch gears focusing on multiple different product lines. It’s been an arduous learning curve, but at the same time, it has been a great challenge to do all of those things and be able to run each product effectively.

If a school were to ask you what it is you do for Nelnet that impacts them, what would you say?

Matt: My team provides support to many aspects of the educational experience for students and schools.  We offer everything from education planning before school (i.e., admissions essays, test preparation, etc.), to financial literacy while in school, to default prevention, career services, as well as other loan servicing for post-graduation and beyond.

What are the goals of your department?

Matt: Naturally, we have internal service goals, such as answering phone calls within a certain speed of answer.

Ultimately, from a customer perspective, we strive to resolve each and every issue timely with both efficiency and superb quality.  At the end of the day, if the customer is not satisfied, we are not satisfied until a fair resolution is achieved.

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

Matt: The Smart Husband side of me would say, “Anyplace with my wife.”  The Nerd side of me would like to be in a black hole to see what happens.  The Cool side of me would like to be in Hawaii–it’s beautiful and there are surely swim-up bars.

What is your favorite movie snack?

Matt: A smuggled sandwich out of my wife’s large purse.

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

Matt: At one time, I could bench press 150% of my body weight.

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