Nelnet Diversified Services President
Joe Popevis has served as the president of Nelnet Diversified Services since 2013. He provides strategic direction and senior leadership for the operations and technology that support all of our business lines. Joe also develops leaders, teams, and training programs for thousands of associates, and lends valuable expertise in organizational process improvement and operational efficiency. Joe’s dual passions for developing people and serving partners and customers led to the creation of strategies that make Nelnet a premier employer with exciting growth opportunities.
Consumer Services and Client Support
Christy Phillips is an accomplished leader with over 21 years of experience in the student loan industry. She currently leads all aspects of operational management for consumer loans, including client support, loan application processing, contact center support, account maintenance, and due diligence. With a background in operations, systems, marketing, and customer care management, Christy is relentless in her pursuit of customer-focused ideals and experiences.
K. Brent Fausett
Consumer Services Technology Delivery
Brent Fausett’s focus is building a diversified consumer loan strategy to capitalize on new industry and asset class opportunities. He is responsible for delivering modern software platforms to support the present and future needs of Nelnet and our clients. Brent’s over 24 years of technology and finance industry experience includes building new, modern, cloud-based loan systems for third-party originators and servicers of consumer and business loan assets.
Information Technology Delivery
John Turner brings over 14 years of senior leadership experience in student loan servicing. He leads IT Delivery, providing direction for daily business functions and organizational success. John is responsible for the technical implementation of Nelnet Loan Servicing’s Direct Loan contract. He oversees system strategies, capacity planning, and enhancements delivery, while ensuring prioritized projects are delivered as expected to support the business needs of the organization and our clients. He oversaw the migration of not-for-profit servicing solutions to Nelnet’s technology platform, and also ensured the successful transition of more than 25.6 million federal loan customers to Nelnet’s servicing technology between 2009 and 2019.
Federal Services Operations and Business Process Outsourcing
Jen Burkey has nearly two decades of experience in the student loan servicing industry, including managing servicing operations, contact center, and back-office processing. She directs customer experience and communication strategies, while overseeing Nelnet’s commercial business process outsourcing operations for clients in a range of industries. Jen’s extensive background has enabled her to drive customer experience improvements for our clients. Jen and her teams leverage our strong data analytics capabilities to make strategic decisions and suggestions, helping our clients increase their revenue and achieve success.
Federal Services Operations
Jill Leitl brings over 32 years of experience in the student loan industry, including a detailed technical understanding of loan management and strong partnerships within government services. She managed both development and infrastructure teams before moving into business operations, giving her a unique perspective into the organization. Responsible for hundreds of associates, she values all the ideas they bring to the table. In collaboration with other leaders, Jill works to set up associates for success and make Nelnet a great place to work.
Compliance, Training, and Document Services
Jeff Riekenberg’s nearly 30 years of experience in the student loan industry includes leadership over most aspects of loan servicing to improve customer and processing experiences. Currently he supports all incoming document, imaging, and mail for Nelnet Diversified Services, as well as leading the first line of defense for our compliance and risk team, including direct oversight of training and quality. Jeff’s leadership was key in improving efficiency and mitigating risk during the process of scanning and imaging over 132 million documents in our repository.
Melissa Marks brings over 23 years of experience with Nelnet, including client support services, product development, mergers and acquisitions, innovation, and business development. She currently leads our renewable energy services, providing subscriber acquisition and support solutions for community solar developers. Melissa is focused on helping clients achieve their growth goals, while tailoring solutions to meet their unique business needs. She is a natural collaborator focused on business-to-business services and solutions development.
Mark Heiser’s extensive background in finance and capital markets provides him with a unique perspective in developing strategic partnerships with clients. Areas of focus to best serve their portfolio and customer needs include full-service outsourcing, backup servicing, and technology solutions. Mark has led many of Nelnet’s initiatives into asset class diversification and investment into new technologies to serve an emerging fintech landscape. He has worked with top lending companies to form partnerships that leverage Nelnet’s experience and offerings in the fintech industry.
Lisa (Dixon) Lien
Financial Management and Oversight
Lisa (Dixon) Lien brings over 22 years of finance and accounting experience to Nelnet, with 19 years specifically in the student loan industry. She uses her expertise to perform a wide range of activities to provide financial management and oversight to Nelnet Diversified Services. She also provides oversight of cash management and reconciliation activities for commercial and consumer loan programs. Lisa’s passion in leveraging the power of data in critical decisions and long-term strategies helps Nelnet deliver premier professional services, as well as the most valuable insights to customers.