Customer Service 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.

At ECMC, the Customer Service Specialist, responds to inbound calls from borrowers, lenders, schools, and guarantors. Provides account and program information for both defaulted and non-defaulted loans, and options relevant to resolving account questions and issues. Processes account updates and fulfills requests for mailed and emailed account information. Hours are from 8:00 a.m. - 5:00 p.m., Monday through Friday.

Essential Duties and Responsibilities:

• Receives and responds to a high volume of in-bound calls, to assist customers with all aspects of FFEL loans including account balance questions, Treasury Offset Program, Title IV, rehabilitation, garnishment action, loan discharge programs. Inquiries handled include pre-default and post-default account statuses.
• Provides information to external entities regarding borrower accounts including consumer credit reporting agencies, and various federal entities
• Reviews and responds to electronic credit bureau disputes
• Maintains clear, concise, and accurate documentation of borrower accounts, including all contacts made and received during or immediately following phone calls and/or e-mail or written correspondence
• Identifies NSLDS discrepancies/data conflicts and routes for processing
• Performs follow-up and skip tracing on accounts as required
• Processes loan maintenance updates and prepares loans for repurchase
• Complies with all ECMC Group Policies
• Performs other duties as assigned

Required Qualifications:

• Highschool diploma or GED
• 1+ years of customer service experience
• Experience in providing business professional written communication to both internal and external resources i.e., email responses, appropriate documentation, request for information
• Intermediate computer skills including the ability to use Microsoft Word and Excel

Preferred Qualifications:

• Experience working in the student loan or financial industry
• Familiarity with a nonprofit organization

The hourly range for this role is $18.50 - 23.00. This position is also eligible for a monthly incentive of up to $800, based on individual performance.

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.