ECMC Group is a nonprofit corporation focused on helping students succeed. The Account Resolution Specialist provides default resolution options to borrowers, answers questions, and assists borrowers with completing default resolution processes.

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

Skills

• 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

Benefits

• Commission-eligible, with candidates typically earning an average of about $3,000 per month based on individual performance
• 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
• Up to $5,250 of qualifying education benefits can be reimbursed pre-tax

Company Overview