Account Resolution Specialist

ECMC Group is a nonprofit corporation focused on helping students succeed. Headquartered in Minneapolis, ECMC Group and its family of companies provide financial tools and services, as well as funding for innovative programs to help students achieve their academic and professional goals.

Job Summary

Under direct supervision, the Account Resolution Specialist provides default resolution options to borrowers, answer questions, and assists borrowers with completing default resolution processes.

Essential Duties and Responsibilities

• Handles outbound dialer calls to contact borrowers with defaulted loans. Handles inbound calls and assists clients as appropriate.
• Educates borrowers regarding available options for default resolution; allows borrowers to select the best option for them and takes appropriate next steps to support desired option.
• Meets department performance targets for volume and type of account resolutions.
• Provides accurate and clear documentation of course of action taken and next steps.
• Meets individual and corporate call quality goals.
• Performs secondary follow-up on contacts, including skip tracing processes.
• Follows established departmental processes and procedures.
• Complies with FFEL student loan regulations and maintains an updated knowledge of program changes.
• Escalates situations outside guidelines to direct supervisor.
• Performs other duties as assigned.

Required Qualifications

• High School degree or GED
• 1+ year of collections, call center, or customer service experience
• Ability to use basic math skills while completing daily work responsibilities
• Basic proficiency in Microsoft Office suite or Mac Office

The hourly range for this position is $20.00 - $23.00 per hour. Actual hourly pay may vary based upon, but not limited to, relevant experience, time in role, peer and market data, business sector and geographic location. This position is commission-eligible, with candidates typically earning an average of about $3,000 per month based on individual performance.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ECMC Group also provides a comprehensive benefits package:  

• Health & wellness benefits: Medical, dental, and vision insurance plan options, with a generous employer subsidy. Company paid life & disability insurance, pre-tax flexible spending accounts and robust wellness programs.
• Financial benefits: Generous 401(k) plan with a company match up to 6% and additional discretionary contribution potential, holiday time off, paid time off accrual starting at 20 days/year and commuter subsidy.
• Education benefits: Tuition reimbursement up to $10,500/year for approved programs and student loan payment reimbursement up to $4,800/year. Up to $5,250 of qualifying education benefits can be reimbursed pre-tax.