ECMC Group

Operations

• Under limited supervision, assists with handling problem accounts and answering team member processing questions.
• Reviews and approves accounts that are eligible for write-off and refunds.
• Trains other specialists on bankruptcy tasks, court filings and account discrepancy reviews.
• Researches and resolves account resolution requests for completeness and quality for internal and external contacts.
• Responds to incoming telephone calls from debtors, trustees, courts, and attorneys providing detailed loan information.
• Assists with auditing employees’ work production to ensure accuracy and compliance.
• Prepares departmental reports and assists with audits.
• Ensures compliance with all policies and procedures.
• Maintains clear, concise and accurate documentation of all action taken on borrowers’ accounts.
• Corresponds with borrowers, trustees and/or attorneys, explaining complex bankruptcy and student loan issues.

Senior Operations Specialist

Security Analyst

• Investigates and resolves level 2 information security events and escalates as needed to engineers for further triage.
• Designs, implements, and manages security measures for cloud-based systems.
• Conducts regular security assessments and audits.
• Collaborates with IT and development teams to ensure secure deployment of applications.
• Troubleshoots domain accounts, business application identities and infrastructure system accounts through their lifecycle.
• Responds to inquiries regarding logs and reports of domain controllers, business applications and infrastructure systems.
• Evaluates, tests, recommends, develops, coordinates, monitors, and maintains information security procedures and systems.
• Assists with creating and maintaining department and enterprise security documentation including policies and guidelines.
• Investigates and resolves level one security incidents and escalates to engineers for further triage.
• Participates in compliance audits such as FISMA reviews, SOC audits, etc.

Senior Information Security Analyst

QA Engineer

• 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.

Research Resolution and Quality Assurance Specialist

Call Center Representative

• Under supervision, contacts student loan borrowers throughout loan lifecycle to discuss their ability to repay their student loans and offer options for keeping or bringing the loan current.
• Makes outbound calls to students and references to counsel them on options to manage student loans and to keep/bring loans to a current status through payment, forbearance or deferment.
• Communicates with borrowers by telephone, mail and/or email to inform them of their responsibilities and the consequences of default.
• Receives predictive telephone dialer system transfers and handles them within required measures.
• Maintains clear, concise and accurate documentation of borrower accounts, including all contact made and received.
• Maintains current and accurate knowledge of laws and regulations affecting the repayment of student loans, including the consequences of default, and the various payment/deferment options available to borrowers.
• Updates loan status on system of record.
• Participates in work group activities to solve problems or improve processes.
• Performs other related duties as assigned.

Senior Operations Specialist

Senior Information Security Analyst

Research Resolution and Quality Assurance Specialist

Part Time Student Loan Call Center Representative