Research Resolution and Quality Assurance Specialist

ECMC Group • Minneapolis, MN

1d • Hybrid

About The Position

Under general supervision, the Research Resolution & Quality Assurance Specialist investigates and resolves escalated borrower complaints and ombudsman inquiries from internal and external agencies. This role serves as a first-tier contact for escalated consumer calls and written inquiries, tracks complaints for trend and root cause analysis and identifies and escalates systemic issues. The specialist also reviews and evaluates recorded calls and related documentation to ensure quality, customer experience and compliance with policy and regulatory requirements, providing feedback to support agent coaching and performance improvement. The role maintains strict compliance with organizational standards while supporting positive working relationships with the U.S. Department of Education, regulatory agencies and other external stakeholders. This position is classified as hybrid and requires attendance in Minneapolis on designated in-office days.

Requirements

• Bachelor’s Degree or an additional 2 years of relevant work experience in lieu of degree
• 3+ years of customer service or complaint resolution experience
• Student loan experience (private, Direct or FFELP)
• Knowledge and experience with state and federal consumer protection statutes (e.g., debt collection laws, credit reporting, privacy)
• 1+ years’ experience working in a call center environment

Nice To Haves

• Collection industry experience: knowledge of State and Federal collection laws (e.g., FDCPA, FCRA, Gramm-Leach-Billey Act, TCPA, EFTA)
• Experience working in a call center quality assurance environment
• Knowledge and experience in information privacy laws, access, release of information, and release control technologies

Responsibilities

• Investigates and analyzes complex borrower complaints across multiple systems, applying independent judgment to determine appropriate resolutions and minimize negative impact.
• Identifies, assesses and responds to escalated borrower complaints, including attorney and compliance related issues, escalating concerns to leadership when potential organizational risk is identified.
• Reviews and scores recorded calls to evaluate quality, professionalism and adherence to regulatory, policy and business unit standards for borrower and third-party interactions.
• Provides coaching feedback and performance improvement guidance, including suggested scripting, and assists in the development of training materials, guidelines and job aids.
• Tracks complaints and quality data, identifies trends and supports alignment of quality assurance standards across multiple lines of business.
• Promotes compliance awareness, maintains strict confidentiality, ensures adherence to ECMC Group policies and recommends process or policy changes to support regulatory compliance.
• Collaborates with the department manager and ombudsman to address complaint, policy and procedure concerns in a timely manner while upholding organizational integrity.
• Effectively manages multiple tasks in a fast-paced environment while maintaining accuracy and attention to detail.
• Performs additional duties as assigned in support of business objectives.

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
• Number of Employees: 501-1,000 employees