Customer Support and Operations Specialist

ECMC Group is a nonprofit corporation focused on helping students succeed. Headquartered in Minneapolis, ECMC Group and its family of companies provide financial tools and services, as well as funding for innovative programs to help students achieve their academic and professional goals.
Job Summary
Under direct supervision, responds to various written inquiries and forms and inbound calls from borrowers, lenders, schools and guarantors, providing detailed responses and resolutions on a broad variety of questions related to the FFEL program. Provides account and program information along with options relevant to resolving account questions and issues for both defaulted and non-defaulted loans.
Essential Duties and Responsibilities
Responds to written and phone inquiries regarding all aspects of FFEL loans, including account balances, Treasury Offset Program, Title IV eligibility, rehabilitation, garnishment and loan discharge programs for both pre- and post-default accounts.
Guides customers on resolving delinquency or default, explaining long-term solutions and consequences of default.
Processes loan discharge applications, determines approval or denial, calculates adjustments or refunds and communicates outcomes to borrowers.
Provides account information to external entities such as credit reporting agencies and federal organizations; reviews and resolves electronic credit bureau disputes.
Maintains accurate documentation of borrower interactions across all communication channels and performs necessary account follow-up.
Identifies and routes NSLDS discrepancies; researches and processes loan maintenance updates including reversals, reinstatements, cancellations, transfers, and disbursement details.
Prepares loans for repurchase and rehabilitation, including subsidy determinations for consolidation loans.
Performs other duties and responsibilities as assigned.
Required Qualifications
High School diploma or GED
2+ years of relevant work experience
Basic proficiency in Microsoft Office suite
The hourly pay range for this position is $21.00 - $24.00. Actual compensation may vary based on factors such as relevant experience, peer and market benchmarks, and geographic location. This role includes a monthly incentive payout of up to $800 related to phone call quality assurance.
This position is classified as hybrid Monday - Wednesday and requires attendance in Minneapolis, MN.
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.