Neil Mcconnell Email & Phone Number

Denver, Colorado

Develop processes, procedures and documentation to successfully implement new clients and provide on-going client support while managing client relationships. Support client open enrollment efforts through training and attending on-site client benefit meetings. Responsible for managing day-to-day operations, client escalations and staff development. Support sales staff in growing market share with benefit brokers. Identify opportunities with clients to strategically increase sales for company services.

Highlands Ranch, Colorado

Managed relationships with clients utilizing software products to service student loans for U.S. Department of Education. Worked with technical resources and clients to setup loan servicing systems, data warehouse, Internet website to give the client’s student loan borrowers access to loan account information, and to perform multiple data conversions to setup loans for servicing. Worked with resources to develop and implement comprehensive training program for clients to utilize software and meet U.S. Department of Education servicing guidelines. Worked with clients and technical resources to identify and implement software enhancements, leading projects when no Project Managers were available. Served as escalation point and negotiated with clients to identify solutions to concerns with software functionality, fees and contractual obligations.

Aurora, Colorado

Led department of 15 professionals responsible for managing relationships and serving as the single point of contact for over 200 institutional clients, including the largest U.S. Banks. Supported field sales staff in growing market share for new student loan volume and coordinated contract renewal process with institutional clients. Worked with Nelnet executives and field sales staff to develop client specific strategies on pricing and market opportunities. Implemented a tiered service level for clients to provide service excellence while merging two departments that reduced expenses by $600,000. Developed service level agreements for clients and internal resources to manage and meet client expectations. Also implemented time tracking tool to work in conjunction with Salesforce and Microsoft CRM to provide greater detail of staff time. Ensured high service levels by surveying clients and utilizing feedback to drive operational changes within the company to meet client expectations. Managed department day-to-day operations, client escalations and professional staff development.

Aurora, Colorado

Developed and managed new department working with sales division to increase student loan origination volume through direct support of colleges and other post-secondary schools. Modified department structure over time to assume responsibility for managing relationships with premier brand institutional clients selling loans to Nelnet. Assumed responsibility for managing corporate training team for 16 months until replacement manager was hired. Appointed interim director for 6 months while replacement was hired, leading 4 departments with 60 associates.

Aurora, Colorado

Led department of 12 professionals serving as the single point of contact and managed relationships with over 200 institutional clients while 3 servicing companies were merged and the student loan data was converted to new origination and servicing systems. The system conversions required training clients on new systems along with the new operational and financial reports provided to them. Implemented an Internet based survey to receive client feedback and worked with management to identify and implement solutions to client concerns. Also implemented Salesforce software to track client requests to identify trends and evaluate the performance of team in handling client requests. Improved team performance by implementing measurable goals that held staff accountable and developed mentoring program to enhance employee development.

Aurora, Colorado

Assumed responsibility for leading a team of business analysts developing enhancements for conversion of loans to a new servicing system while serving as the Lender Product Support Associate Director. Evaluated business design documents to provide business analysts with direction on solutions and review of technical design documents to confirm solutions would meet business needs. Developed business design document and testing plans for technical solutions to clients’ customized student loan incentive programs and worked with operational resources to implement manual procedures to support manual incentive programs.

Aurora, Colorado

Retained multiple positions with increasing levels of responsibilities from Client Services Representative to Client Services Supervisor. Initially served as point of contact for clients and then moved into leadership role, managing team that supported clients while serving as escalation point.