Job SummaryProvides day-to-day leadership and operational oversight of the Account Resolution team, a team responsible for engaging borrowers and supporting default resolution activities. This role focuses on execution of outreach strategies, team performance, quality of borrower interactions and adherence to compliance standards. The manager also partners with senior leadership to implement strategies that drive resolution outcomes and support portfolio performance.
Essential Duties and Responsibilities- Drives strong results from direct reports by providing clear expectations, appropriate work direction, coaching, strategic guidance, and performance management.
- Executes outreach strategies and call initiatives aligned to departmental goals and portfolio priorities.
- Oversees daily operations to ensure timely, accurate handling of borrower interactions and requests.
- Monitors team performance against productivity, quality, and call center metrics; takes action to address gaps.
- Manages outbound dialer campaigns for defaulted borrowers and partners with leadership to optimize performance.
- Ensures adherence to call quality standards, guidelines, and compliance requirements.
- Enforces established processes, policies, and federal regulations to maintain compliant operations.
- Escalates risks, trends, and operational issues to leadership with recommendations for improvement.
- Maintains expertise in student loan regulations (including FFEL) and resolves complex borrower issues with internal partners.
- Drives continuous improvement by identifying process enhancements that increase efficiency and improve borrower experience.
- Performs additional duties as assigned.
Required Qualifications- High School diploma or GED
- 5+ years of experience in student loans, collections, financial services or a call center environment
- 3+ years of leadership experience
- Proficiency in Microsoft Office or similar tools
Preferred Qualifications- Bachelor's degree
- Experience working with the FFEL student loan program, with knowledge of applicable regulations
The pay range for this position is $85,000-$95,000. Actual compensation may vary based on factors such as relevant experience, peer and market benchmarks, and geographic location. Additionally, this position qualifies for an annual incentive of up to 15% of base salary, contingent upon individual and company performance.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ECMC Group also provides a comprehensive benefits package:
- 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.
