Account Resolution Manager

Ecmc Group; Minneapolis (MN); Hybrid; USD 85,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) match up to 6%

Paid time off accrual 20 days/year

Tuition reimbursement up to $10,500/yr

Job summary

ECMC Group in Minneapolis is seeking a seasoned leader to manage the Account Resolution team, focusing on borrower outreach, performance, and compliance. You will partner with senior leadership to drive outcomes and portfolio performance, ensuring high-quality borrower interactions.

The role requires 5+ years in student loans or call centers and 3+ years of leadership, with a hybrid work schedule in Minneapolis, MN. A Bachelor’s degree is preferred for advancement.

Qualifications

• High school diploma or GED (noted in requirements).
• 5+ years of experience in student loans, collections, financial services or call centers.
• 3+ years of leadership experience.
• Proficiency in Microsoft Office or similar tools.

Responsibilities

• Provide day-to-day leadership and oversight of the Account Resolution team.
• Execute outreach strategies and campaigns aligned to department goals.
• Monitor performance metrics and ensure timely, accurate borrower interactions.
• Ensure compliance with call quality standards, guidelines, and federal regulations.
• Escalate risks to leadership and drive process improvements.

Skills

Leadership

Call center experience

Customer service

Microsoft Office

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

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

Provides 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

Salary Range

The salary range for this position is $85,000 - $95,000 annually. Pay may vary based upon, but not limited to, relevant experience, time in role, peer and market data, business sector and geographic location.

Work Location and Schedule

This position is classified as hybrid Monday - Wednesday and requires attendance in Minneapolis, MN.

Disability Accommodations

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.

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.

Legal and Verification

In compliance with federal law, all persons hired with ECMC Group and its affiliates will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire and . ECMC Group participates in E-Verify to verify authorization to work in the U.S.

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