Customer Service Operations Manager, Borrower and Loan Services Hybrid

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

Provides leadership and oversight of the department functions including responding to customer inquiries, lender/servicer support, data integrity, and account services. Responsible for coaching, work direction, performance management, and ensuring timely, accurate processing and adherence to procedures, policies, and federal regulations. This role includes a significant level of technical involvement and oversight of complex electronic files and system processes.

Essential Duties and Responsibilities

• Provides leadership and direction to the customer service team including performance management, change management, development, coaching, feedback and mentoring
• Creates and monitors performance metrics; assesses training needs and oversees training development and delivery
• Ensures completion of all regulatory reporting and tracking
• Brainstorms ways to streamline department processes, increase efficiencies and improve customer service; implements and drives those enhancements through team engagement.
• Reviews, develops and implements operational procedures while identifying and addressing issues as well as opportunities for the company
• Maintains strong knowledge of industry regulations and program changes, as well as other external changes that impact operational processes, customer needs and compliance requirements. Implements changes to existing processes to remain in compliance.
• Collaborates with other department heads and external entities to identify business and customer needs, develop correlated solutions and align on approach
• Ensures work performed meets or exceeds company standards for quality and established processing time frames including clients' service level agreements
• Provides support to audits and program reviews with internal and external entities
• Provides high level support of user testing efforts for system changes and corporate level projects, such as portfolio conversions
• Assists with writing requirements for system and process changes, developing test scripts, and performing validation tasks
• Interacts as integral member of project teams for loan conversions, system upgrades and infrastructure changes
• Perform other duties and responsibilities as assigned

Required Qualifications

• High School diploma or GED
• 3+ years supervisory/leadership experience
• Experience working in the student loan or financial industry

Preferred Qualifications

• Bachelor's degree
• Experience in call centers and/or customer service

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.

The ECMC Group, Borrower and Loan Services team observes a hybrid work model, working in-office on Monday and Tuesday and working from home Wednesdays, Thursdays, and Fridays.

Salary range for this position is $80,000 - 100,000. Actual base salary may vary based upon, but not limited to, relevant experience, time in role, peer and market data, prior performance, business sector and geographic location. This position qualifies for an annual incentive plan of up to 15%, contingent upon both individual and company performance.

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.