Account Resolution Specialist

ECMC Foundation • Minneapolis, MN

2d • $20 - $23

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. Job Summary Under direct supervision, the Account Resolution Specialist provides default resolution options to borrowers, answer questions, and assists borrowers with completing default resolution processes.

Requirements

• High School degree or GED
• 1+ year of collections, call center, or customer service experience
• Ability to use basic math skills while completing daily work responsibilities
• Basic proficiency in Microsoft Office suite or Mac Office

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 for them and takes appropriate next steps to support desired option.
• Meets department performance targets for volume and type of account resolutions.
• Provides accurate and clear documentation of 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.

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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees