Operations Specialist - Borrower and Loan Services

ECMC Foundation • Minneapolis, MN

7d • Hybrid

About The Position

Under direct supervision, responds to various written inquiries and forms and inbound calls from borrowers, lenders, schools and guarantors, providing detailed responses and resolutions on a broad variety of questions related to the FFEL program. Provides account and program information along with options relevant to resolving account questions and issues for both defaulted and non-defaulted loans.

Requirements

• High School diploma or GED
• 2+ years of relevant work experience
• Basic proficiency in Microsoft Office suite

Responsibilities

• Responds to written and phone inquiries regarding all aspects of FFEL loans, including account balances, Treasury Offset Program, Title IV eligibility, rehabilitation, garnishment and loan discharge programs for both pre- and post-default accounts.
• Guides customers on resolving delinquency or default, explaining long-term solutions and consequences of default.
• Processes loan discharge applications, determines approval or denial, calculates adjustments or refunds and communicates outcomes to borrowers.
• Provides account information to external entities such as credit reporting agencies and federal organizations; reviews and resolves electronic credit bureau disputes.
• Maintains accurate documentation of borrower interactions across all communication channels and performs necessary account follow-up.
• Identifies and routes NSLDS discrepancies; researches and processes loan maintenance updates including reversals, reinstatements, cancellations, transfers, and disbursement details.
• Prepares loans for repurchase and rehabilitation, including subsidy determinations for consolidation loans.
• Performs other duties and responsibilities 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