Customer Support and Operations Specialist Lead

Operations Specialist Lead, Borrower And Loan Services

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 limited supervision, the Operations Specialist Lead, Borrower and Loan Services, serves as a subject matter expert for the FFEL loan program and guarantor duties. This role is the primary contact for internal and external parties for assigned areas of expertise. Provides front line support to the borrower and loan services team to address customer loan and processing questions.

Essential Duties and Responsibilities

• Leads and supports complex projects such as system enhancements and loan portfolio conversions, data validation and issue resolution.
• Maintains portfolio integrity by overseeing loan maintenance activities and resolving complex loan data scenarios with a high level of autonomy.
• Conducts in-depth research and analysis of complex loan issues, providing timely and accurate responses to internal and external stakeholders.
• Performs quality assurance reviews on processed work, provides feedback to team members and maintains detailed QA records to support continuous improvement.
• Maintains confidentiality of information regarding individual team member performance.
• Trains new hires and existing staff in customer service functions and handles escalated customer inquiries to ensure high service standards.
• Prepares and manages departmental reports and procedures, responds to audit requests, and stays current on FFEL program knowledge and downstream process impacts.
• Performs other duties and responsibilities as assigned.

Required Qualifications

• High school diploma or GED
• 5+ years of relevant work experience
• Experience handling account and loan detail inquiries
• Intermediate proficiency in Microsoft Office suite

Preferred Qualifications

• Post-secondary degree
• Advanced knowledge of ECMC loan systems

The hourly pay range for this position is $28.00-$31.00. Actual compensation may vary based on factors such as relevant experience, peer and market benchmarks, and geographic location. 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.