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, answers 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 and takes appropriate next steps to support the chosen option. Meets department performance targets for volume and type of account resolutions. Provides accurate and clear documentation of the 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. Basic math skills while completing daily work responsibilities. Basic proficiency in Microsoft Office suite or Mac Office. Compensation and Benefits Hourly rate: $20.00 – $23.00 per hour. The position is commission-eligible, with candidates typically earning an average of about $3,000 per month based on individual performance. Health & wellness benefits: Medical, dental, and vision insurance plan options with a generous employer subsidy; company‑paid life and 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 per year; commuter subsidy. Education benefits: Tuition reimbursement up to $10,500 per year for approved programs and student loan payment reimbursement up to $4,800 per year; up to $5,250 of qualifying education benefits can be reimbursed pre‑tax. Legal and Equal Opportunity Statement In compliance with federal law, all persons hired with ECMC Group and its affiliates will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. ECMC Group participates in E‑Verify to verify authorization to work in the U.S. #J-18808-Ljbffr