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

The Account Resolution Specialist is responsible for assisting defaulted student loan borrowers by providing guidance, support, and customized repayment solutions. This role focuses on helping borrowers understand their options, resolve delinquent loan obligations, and successfully return to good standing through sustainable and affordable payment arrangements by providing exceptional customer service. The Account Resolution Specialist builds positive borrower relationships by combining empathy, professionalism, problem-solving, and a results-driven approach while adhering to regulatory requirements and company standards.

Essential Duties and Responsibilities

• Connects with borrowers through inbound and outbound calls, providing respectful, solution focused support
• Educates borrowers on the consequences of their loan(s) being in default and the options they have available to resolve their default status
• Assists borrowers in successfully maintaining and completing their chosen repayment solution by communicating expectations and responsibilities throughout the resolution process
• Provides exceptional customer service to assist borrowers in resolving student loan repayment challenges and achieving successful account outcomes.
• Meets departmental and company goals related to productivity, call quality, and procedures
• Accurately documents and updates account for compliance and regulatory compliance
• Conducts skip tracing processes to help locate borrowers
• Complies with FFEL student loan regulations and maintains an updated knowledge of federal student loan program changes
• Escalates complex situations as needed to ensure the best borrower experience
• Performs other duties as assigned

Required Qualifications

• High school diploma or GED
• 1+ years of experience in collections, call center, or customer service role
• 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 $23.00 - $26.00 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.

This position is classified as hybrid Monday - Wednesday and requires attendance in Minneapolis, MN.

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.