{"id":2212988,"url":"https://alion.io/job/ecmc-group-account-resolution-manager","title":"Account Resolution Manager","company":{"id":1857870,"name":"ECMC Group","domain":"ecmcgroup.org","url":"https://alion.io/company/ecmcgroup","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Marketing","role_family":"Marketing","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Minneapolis, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-09T00:00:00Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-13T02:48:23Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nJob Summary\nProvides day-to-day leadership and operational oversight of the Account Resolution team, a team responsible for engaging borrowers and supporting default resolution activities. This role focuses on execution of outreach strategies, team performance, quality of borrower interactions and adherence to compliance standards. The manager also partners with senior leadership to implement strategies that drive resolution outcomes and support portfolio performance.\nEssential Duties and Responsibilities\nDrives strong results from direct reports by providing clear expectations, appropriate work direction, coaching, strategic guidance, and performance management.\nExecutes outreach strategies and call initiatives aligned to departmental goals and portfolio priorities.\nOversees daily operations to ensure timely, accurate handling of borrower interactions and requests.\nMonitors team performance against productivity, quality, and call center metrics; takes action to address gaps.\nManages outbound dialer campaigns for defaulted borrowers and partners with leadership to optimize performance.\nEnsures adherence to call quality standards, guidelines, and compliance requirements.\nEnforces established processes, policies, and federal regulations to maintain compliant operations.\nEscalates risks, trends, and operational issues to leadership with recommendations for improvement.\nMaintains expertise in student loan regulations (including FFEL) and resolves complex borrower issues with internal partners.\nDrives continuous improvement by identifying process enhancements that increase efficiency and improve borrower experience.\nPerforms additional duties as assigned.\nRequired Qualifications\nHigh School diploma or GED\n5+ years of experience in student loans, collections, financial services or a call center environment\n3+ years of leadership experience\nProficiency in Microsoft Office or similar tools\nPreferred Qualifications\nBachelor’s degree\nExperience working with the FFEL student loan program, with knowledge of applicable regulations\nThe salary range for this position is $85,000 - $95,000 annually. Pay may vary based upon, but not limited to, relevant experience, time in role, peer and market data, business sector and geographic location.\nThis position is classified ashybrid Monday - Wednesday and requires attendance in Minneapolis, MN.\nTo 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.\nECMC Group also provides a comprehensive benefits package:\nHealth & 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.\nFinancial benefits: Generous401(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.\nEducation benefits: Tuition reimbursement up to $10,500/year for approved programs and student loan payment reimbursement up to $4,800/year. 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