Account Resolution Specialist
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