Account Resolution Manager

ECMC Foundation • Minneapolis, MN

2d • Hybrid

About The Position

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. This role provides day-to-day leadership and operational oversight of the Account Resolution team, responsible for engaging borrowers and supporting default resolution activities. The focus is on execution of outreach strategies, team performance, quality of borrower interactions, and adherence to compliance standards. The manager also partners with senior leadership to implement strategies that drive resolution outcomes and support portfolio performance.

Requirements

• 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

Nice To Haves

• Bachelor’s degree
• Experience working with the FFEL student loan program, with knowledge of applicable regulations

Responsibilities

• Drives strong results from direct reports by providing clear expectations, appropriate work direction, coaching, strategic guidance, and performance management.
• Executes outreach strategies and call initiatives aligned to departmental goals and portfolio priorities.
• Oversees daily operations to ensure timely, accurate handling of borrower interactions and requests.
• Monitors team performance against productivity, quality, and call center metrics; takes action to address gaps.
• Manages outbound dialer campaigns for defaulted borrowers and partners with leadership to optimize performance.
• Ensures adherence to call quality standards, guidelines, and compliance requirements.
• Enforces established processes, policies, and federal regulations to maintain compliant operations.
• Escalates risks, trends, and operational issues to leadership with recommendations for improvement.
• Maintains expertise in student loan regulations (including FFEL) and resolves complex borrower issues with internal partners.
• Drives continuous improvement by identifying process enhancements that increase efficiency and improve borrower experience.
• Performs additional duties as assigned.

Benefits

• Medical, dental, and vision insurance plan options, with a generous employer subsidy.
• Company paid life & disability insurance
• Pre-tax flexible spending accounts
• 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
• Commuter subsidy
• Tuition reimbursement up to $10,500/year for approved programs
• Student loan payment reimbursement up to $4,800/year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED