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 general supervision, the Research Resolution & Quality Assurance Specialist investigates and resolves escalated borrower complaints and ombudsman inquiries from internal and external agencies. This role serves as a first-tier contact for escalated consumer calls and written inquiries, tracks complaints for trend and root cause analysis and identifies and escalates systemic issues. The specialist also reviews and evaluates recorded calls and related documentation to ensure quality, customer experience and compliance with policy and regulatory requirements, providing feedback to support agent coaching and performance improvement. The role maintains strict compliance with organizational standards while supporting positive working relationships with the U.S. Department of Education, regulatory agencies and other external stakeholders.
This position is classified as hybrid and requires attendance in Minneapolis on designated in-office days.
Essential Duties and Responsibilities
Investigates and analyzes complex borrower complaints across multiple systems, applying independent judgment to determine appropriate resolutions and minimize negative impact.
Identifies, assesses and responds to escalated borrower complaints, including attorney and compliance related issues, escalating concerns to leadership when potential organizational risk is identified.
Reviews and scores recorded calls to evaluate quality, professionalism and adherence to regulatory, policy and business unit standards for borrower and third-party interactions.
Provides coaching feedback and performance improvement guidance, including suggested scripting, and assists in the development of training materials, guidelines and job aids.
Tracks complaints and quality data, identifies trends and supports alignment of quality assurance standards across multiple lines of business.
Promotes compliance awareness, maintains strict confidentiality, ensures adherence to ECMC Group policies and recommends process or policy changes to support regulatory compliance.
Collaborates with the department manager and ombudsman to address complaint, policy and procedure concerns in a timely manner while upholding organizational integrity.
Effectively manages multiple tasks in a fast-paced environment while maintaining accuracy and attention to detail.
Performs additional duties as assigned in support of business objectives.
Required Qualifications
Bachelor’s Degree or an additional 2 years of relevant work experience in lieu of degree
3+ years of customer service or complaint resolution experience
Student loan experience (private, Direct or FFELP)
Knowledge and experience with state and federal consumer protection statutes (e.g., debt collection laws, credit reporting, privacy)
1+ years’ experience working in a call center environment
Preferred Qualifications
Collection industry experience: knowledge of State and Federal collection laws (e.g., FDCPA, FCRA, Gramm-Leach-Billey Act, TCPA, EFTA)
Experience working in a call center quality assurance environment
Knowledge and experience in information privacy laws, access, release of information, and release control technologies
The pay range for this position is $28.00 - $31.00. Actual compensation may vary based on factors such as relevant experience, peer and market benchmarks, and geographic location.
ECMC Group also provides a comprehensive benefits package: