Lead Operations Specialist – Borrower and Loan Services

ECMC Group

Operations Specialist Lead managing FFEL loan operations and complex borrower data issues for nonprofit ECMC Group. Supporting teams, projects, quality assurance, training, and escalated inquiries.

Posted 8/20/2026full-timeMinneapolis • Minnesota • 🇺🇸 United StatesSenior💰 $28 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in the FFEL loan program and guarantor duties, with a strong focus on customer service, data validation, and project management. Capable of training staff and handling complex loan inquiries while maintaining compliance and quality assurance.

Highest-signal resume keywords

FFEL Loan Program ExpertiseCustomer Service SupportData ValidationProject ManagementQuality Assurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Loan ProcessingData AnalysisQuality Assurance ReviewsLoan MaintenanceAccount Inquiry Handling

Soft Skills

CommunicationProblem-SolvingTrainingCollaboration

Tools & Technologies

Microsoft Office Suite

Industry Keywords

Guarantor DutiesLoan Portfolio ConversionsCustomer Loan QuestionsAudit RequestsEmployment Eligibility Verification

About the role

Key responsibilities & impact

Serve as a subject matter expert for the FFEL loan program and guarantor duties
Act as primary contact for internal and external parties for assigned areas of expertise
Provide front-line support to the borrower and loan services team on customer loan and processing questions
Lead and support complex projects, including system enhancements and loan portfolio conversions
Perform data validation and resolve issues
Oversee loan maintenance activities and resolve complex loan data scenarios
Conduct in-depth research and analysis of complex loan issues
Perform quality assurance reviews, provide feedback, and maintain detailed QA records
Train new hires and existing staff in customer service functions
Handle escalated customer inquiries
Prepare and manage departmental reports and procedures
Respond to audit requests and maintain current FFEL program knowledge
Perform other assigned duties

Requirements

What you’ll need

High school diploma or GED
5+ years of relevant work experience
Experience handling account and loan detail inquiries
Intermediate proficiency in Microsoft Office suite
Ability to perform each essential duty satisfactorily
Must verify identity and eligibility to work in the United States and complete required employment eligibility verification upon hire

Benefits

Comp & perks

Medical, dental, and vision insurance plan options, with a generous employer subsidy
Company-paid life and disability insurance
Pre-tax flexible spending accounts
Robust wellness programs
401(k) plan with company match up to 6%
Additional discretionary 401(k) contribution potential
Holiday time off
Paid time off accrual starting at 20 days/year
Commuter subsidy
Tuition reimbursement up to $10,500/year for approved programs
Student loan payment reimbursement up to $4,800/year
Up to $5,250 of qualifying education benefits reimbursed pre-tax