ECMC Group

Director

• Develops and executes a comprehensive school relations strategy to develop and strengthen partnerships with colleges and universities.
• Aligns outreach and engagement initiatives with ECMC Group’s mission and business objectives.
• Provides strategic leadership, work direction, performance management and development to a multidisciplinary team, fostering a collaborative, high-performance culture focused on measurable outcomes.
• Establishes a sales strategy and annual organization sales goals that drive market share and revenue growth and maintain the client portfolio.
• Provides the overall direction and implementation for the Elevate grant program.
• Develops and manages department budget and oversees pricing models to ensure effective financial management and goal attainment.
• Promotes ECMC solutions and represents the company in key relationships, business meetings, industry events, social media and other growth platforms.
• Builds and maintains strong relationships with school partners, identifying opportunities for growth and expansion within existing and new networks.
• Oversees management of high-priority client portfolios, ensuring service excellence and proactive relationship management.
• Oversees initiatives that enhance student success and institutional effectiveness, including financial literacy programs and outreach efforts.
• Drives innovation by implementing process improvements and new school engagement strategies.
• Oversees digital marketing efforts to enhance brand visibility and engagement with schools, collaborating with internal and external stakeholders—including PR, Legal, and Communications—to deliver impactful educational resources.
• Represents ECMC Group at conferences, meetings and other industry events, promoting its mission and services.
• Perform other duties and responsibilities as assigned.

Director – School Relations

• Oversees strategy, operations and performance for ECMC’s internally placed defaulted loan portfolio.
• Leverages financial forecasting and KPI analysis to develop effective resolution strategies.
• Directs departmental operations, continuous improvement efforts, automation initiatives and borrower‑engagement enhancements.
• Analyzes KPIs and other relevant data to identify trends and improvement opportunities.
• Provides strategic direction, structure, communication, and leadership to build a high-performing account resolution team.

Director, Account Resolution

Operations

• Assists with the coordination of daily workflow in the Claims department.
• Researches and answers escalated questions or higher-level processes from other team members.
• Conducts department training and provides quality assurance measures to ensure compliance and regulatory requirements are met.
• Monitors, evaluates and provides feedback on the quality of work performed by team members.
• Acts as a liaison between ECMC and service providers concerned in claims processing.
• Analyzes data and trends related to department performance metrics to make recommendations for improvements.
• Resolves data inconsistencies or inaccuracies through collaboration with internal customers.
• Updates department procedures and ensures team members understand them.
• Works on departmental projects and tracks progress for timely implementation.
• Ensures compliance with regulations and maintains confidentiality of information regarding performance.

Lead Operations Specialist, Claims

Call Center Representative

• 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 by telephone and/or in writing/email to borrowers 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
• Conducts internet/social media searches to locate new contact information for student loan borrowers
• Participates in work group activities to solve problems or improve processes
• Performs other related duties as assigned

Student Loan Call Center Representative

• Responds to written and phone inquiries regarding all aspects of FFEL loans.
• Guides customers on resolving delinquency or default.
• Processes loan discharge applications and communicates outcomes to borrowers.
• Provides account information to external entities such as credit reporting agencies.
• Maintains accurate documentation of borrower interactions across all communication channels.
• Identifies and routes NSLDS discrepancies; researches and processes loan maintenance updates.

Operations Specialist, Borrower and Loan Services

• 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.
• Responds to incoming calls from debtors, trustees, courts, and attorneys.
• Assists with auditing employees’ work production to ensure accuracy and compliance.
• Prepares departmental reports and assists with audits.
• Maintains clear, concise and accurate documentation of actions taken on accounts.
• Corresponds with borrowers, trustees, and/or attorneys about complex issues.
• Reviews accounts for borrower eligibility for additional Title IV funding.

Senior Operations Specialist, Bankruptcy

• Provides leadership and oversight of the department functions including timely and accurate adjudication and payment of claims.
• Responding to servicer and third-party guarantor service client inquiries.
• Performing quarterly servicing audits on claims paid.
• Coaching, providing work direction to employees, managing performance and ensuring timely, accurate processing and adherence to procedures, policies and federal regulations.
• Monitoring workflow between Claims department and other internal/external partners for process flows.
• Creating and monitoring performance metrics; assessing training needs and overseeing training development and delivery.
• Ensuring completion of all regulatory reporting and tracking.
• Streamlining and updating department processes, maintaining compliance and improving claim processing and payments.
• Managing completion of special projects, including intake, workplan and follow through to completion.

Operations Manager, Claims

• Reviews claim documentation for adherence to compliance standards.
• Adjudicates claims based on regulatory guidelines.
• Verifies loan/claim information for completeness and accuracy.
• Reviews data for errors, inconsistencies, or discrepancies and makes appropriate corrections.
• Performs data entry reviews to verify that promissory notes are valid.
• Confirms that interest rate is accurate and interest amount requested is correct.
• Reviews specialty claims to ensure appropriate documentation is added to the claim.
• Writes return or denial letters to the lender or servicer.
• Performs other duties and responsibilities as assigned.

Operations Specialist, Claims

• Reviews claims and discharge documents/reports per department procedures and regulatory requirements.
• Performs quality assurance duties.
• Processes discharge request/reports.
• Reviews pending queue to release questionable claims for timely payment.
• Reviews supplemental, partial and Teacher Loan Forgiveness claims.
• Performs timely audits of specialists and associates’ tasks.
• Updates loan information on internal claims system.
• Processes claim reports.
• Performs post claim sampling review.
• Researches and resolves problems with claim records.
• Assists the lead and manager with training of new staff and testing of system enhancements as needed.
• Actively participates in projects assigned to ECMC from the Department of Education.
• Performs other duties and responsibilities as assigned.

Senior Operations Specialist, Claims

• Provides leadership and oversight of the department’s functions including responding to customer inquiries and providing lender and servicer support and account services.
• Responsible for coaching, providing work direction, managing performance of team members and ensuring timely, accurate processing and adherence to procedures, policies and federal regulations.
• Develops and monitors performance metrics; identifies training needs and oversees training programs.
• Ensures timely completion of all regulatory reporting and compliance tracking.
• Optimizes department processes to improve efficiency and customer experience; drives implementation through team engagement and accountability.
• Reviews, updates and implements operational procedures while addressing issues and identifying opportunities for improvement.
• Maintains expertise in industry regulations, program changes and external factors impacting operations and compliance.
• Collaborates with internal leaders and external partners to assess business and customer needs, develop solutions and align strategies.
• Ensures work meets quality standards and service-level agreements through established processing timelines.
• Supports audits and program reviews with internal and external stakeholders.
• Provides high-level support for system testing and corporate projects, including portfolio conversions.
• Serves as an active member of project teams for loan conversions, system upgrades and infrastructure initiatives.