Account Resolution Manager

ECMC Group

. Provides day-to-day leadership and operational oversight of the Account Resolution team .

Posted 10/9/2026full-timeMinneapolis • Minnesota • United StatesMid-LevelSenior💰 $85,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and operational oversight in managing the Account Resolution team, with a focus on performance management, compliance with student loan regulations, and enhancing borrower experience through effective outreach strategies.

Highest-signal resume keywords

Leadership ExperienceStudent Loan Regulations ExpertisePerformance ManagementCall Center OperationsMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementProcess EnhancementCall Quality StandardsCompliance RequirementsBorrower Interaction HandlingOutbound Dialer Campaign ManagementProductivity MonitoringStrategic GuidanceCoachingOperational Oversight

Soft Skills

CoachingStrategic GuidanceProblem SolvingCommunication

Tools & Technologies

Microsoft Office

Industry Keywords

Student LoansFFELCollectionsFinancial ServicesCall Center Environment

About the role

Key responsibilities & impact

Provides day-to-day leadership and operational oversight of the Account Resolution team
Drives results from direct reports through expectations, work direction, coaching, strategic guidance, and performance management
Executes outreach strategies and call initiatives aligned to departmental goals and portfolio priorities
Oversees daily operations and timely, accurate handling of borrower interactions and requests
Monitors productivity, quality, and call center metrics and addresses performance gaps
Manages outbound dialer campaigns for defaulted borrowers and partners with leadership to optimize performance
Ensures adherence to call quality standards, guidelines, compliance requirements, processes, policies, and federal regulations
Escalates risks, trends, and operational issues to leadership with improvement recommendations
Maintains expertise in student loan regulations, including FFEL, and resolves complex borrower issues with internal partners
Identifies process enhancements to increase efficiency and improve borrower experience
Performs additional duties as assigned

Requirements

What you’ll need

High School diploma or GED
5+ years of experience in student loans, collections, financial services or a call center environment
3+ years of leadership experience
Proficiency in Microsoft Office or similar tools
Experience working with the FFEL student loan program, with knowledge of applicable regulations (preferred)
Bachelor’s degree (preferred)
Ability to perform each essential duty satisfactorily
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

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
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
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 can be reimbursed pre-tax