Operations Manager, Borrower and Loan Services

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

The Operations Manager, Borrow and Loan Services 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.

Essential Duties and Responsibilities

• Leads and guides the customer service team to deliver exceptional support and achieve performance goals.
• 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.
• Performs other duties and responsibilities as assigned.

Required Qualifications

• High school diploma or GED
• 5+ years of progressive job-related experience
• 3+ years of supervisory/leadership experience
• Experience working in the financial services industry
• Experience in call centers and/or customer service
• Intermediate proficiency in Microsoft Office suite

Preferred Qualifications

• Post-secondary degree
• Knowledge of the student loan industry

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 salary range for this position is $80,000 - 95,000. Actual compensation may vary based on factors such as relevant experience, peer and market benchmarks, and geographic location. Additionally, this position qualifies for an annual incentive of up to 15% of base salary, contingent upon individual and company performance.

This position is classified as hybrid and requires attendance on designated in-office days.

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.