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Faces of Nelnet: Larry Miller, Business Process Leader for Nelnet Diversified Solutions

March 31, 2011

Larry Miller, Business Process Leader to ensure Borrower Data Integrity, Nelnet Diversified Solutions

 Dawn Knight: What are the goals of your department?

Larry Miller: The ‘Maintain Borrower Life Event’ core process is comprised of the leadership teams from multiple departments within Nelnet.  My process is to coordinate the activities of these several departments for the shared goal of ensuring that our borrower accounts reflect the most accurate and recent information available. 

I am most proud of the manner in which our team members transcend their respective departments to focus on the big picture and the resulting customer experience.

Dawn: Please describe a typical day for you.

Larry:  A lot of e-mails.  A lot of meetings.  In general, I am working with several people every day to find ways to continue to improve all aspects of our process.  My job is to coordinate the activities to make sure everyone’s eyes stay on the ball.

Dawn:  What has been your biggest challenge work-wise over the past 12 months?

Larry:  In the past 12 months, Nelnet – as well as our industry in general – has continued to experience many changes.  With those changes, our process team has adapted at a very quick pace.  Sometimes my greatest challenge is keeping up with my own team.

Dawn:  If a school asks you what you do for Nelnet that impacts them, what would you say?

Larry: The most familiar piece of work is related to processing enrollment status changes.  However, we process a great many changes (deferments, demographic changes, forbearances, etc.) that impact the student more than the school….but those changes ultimately still have an impact on the school.

Dawn:  If you could have dinner with anyone on the planet, who would that be and what would you order?  

Larry:  Jeff Dunham because you might as well have some entertainment with dinner.  I would order a jalapeño on a stick.

Dawn:  I don’t get it.

Larry:  Some people will.

Dawn:  What is one piece of clothing you just can’t live without?

Larry:  This is not a guy question.  We don’t care about this sort of thing.

Dawn:  Please just answer the question…don’t you have some old sweatshirts or jeans that your wife wants to throw away when you aren’t looking?

Larry:  True.  OK, a pair of jeans from Old Navy.  My wife hates them.

Dawn:  What super-power would you like to have?

Larry:  The power to fly.  It would make the commute quicker.

Dawn Knight, Western Regional Director: AZ, WA, OR, ID, NV, CA, WY and ND

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