Account Resolution Specialist

ECMC Foundation•Minneapolis, MN

2d•Onsite

About The Position

Under direct supervision, the Account Resolution Specialist provides default resolution options to borrowers, answers 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

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