Operations Specialist Lead - Borrower and Loan Services

ECMC Group•Minneapolis, MN

1d•$28 - $31•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

Post-secondary degree
Advanced knowledge of ECMC loan systems

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.