Manager, Account Resolution

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 Provides day‑to‑day leadership and operational oversight of the Account Resolution team, a team responsible for engaging borrowers and supporting default resolution activities. This role focuses on execution of outreach strategies, team performance, quality of borrower interactions, and adherence to compliance standards. The manager partners with senior leadership to implement strategies that drive resolution outcomes and support portfolio performance. Essential Duties and Responsibilities Drive strong results from direct reports by providing clear expectations, appropriate work direction, coaching, strategic guidance, and performance management. Execute outreach strategies and call initiatives aligned to departmental goals and portfolio priorities. Oversee daily operations to ensure timely, accurate handling of borrower interactions and requests. Monitor team performance against productivity, quality, and call center metrics; take action to address gaps. Manage outbound dialer campaigns for defaulted borrowers and partner with leadership to optimize performance. Ensure adherence to call quality standards, guidelines, and compliance requirements. Enforce established processes, policies, and federal regulations to maintain compliant operations. Escalate risks, trends, and operational issues to leadership with recommendations for improvement. Maintain expertise in student loan regulations (including FFEL) and resolve complex borrower issues with internal partners. Drive continuous improvement by identifying process enhancements that increase efficiency and improve borrower experience. Perform additional duties as assigned. Required Qualifications High School diploma or GED 5+ years of experience in student loans, collections, financial services, or a call center environment 3+ years of leadership experience Proficiency in Microsoft Office or similar tools Preferred Qualifications Bachelor’s degree Experience working with the FFEL student loan program, with knowledge of applicable regulations Compensation The pay range for this position is $85,000-$95,000. Actual compensation may vary based on factors such as relevant experience, peer and market benchmarks, and geographic location. Additionally, this position qualifies for an annual incentive of up to 15% of base salary, contingent upon individual and company performance. Benefits 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. 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. 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. Compliance and Verification 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