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Choosing a career with ECMC Group means joining a nonprofit corporation with a mission to help students succeed. With a vibrant mission and values, great benefits, and strong community involvement, ECMC Group companies are an ideal team to join. Job Summary: Serves as the technical expert in the area of financial aid to borrowers, schools, and the Department of Education. Responds to escalated, and the most complex borrower inquiries or issues. Participates as a subject matter expert for project teams. ESSENTIAL DUTIES AND RESPONSIBILITIES: Handles the most difficult escalated customer phone calls that require in-depth knowledge of financial aid laws and regulations Researches account detail and case specifics, makes decisions on disputes and discharge requests; communicates results to borrowers through telephone calls Provides call center support during peak periods Provides troubleshooting, research and recommendations as necessary to resolve problems and improve processes Performs quality assurance of written correspondence according to department standards Cites reference location for regulatory policies Processes complex transactions and reviews for quality Assigned lead responsibility for specific project, goals, or regulatory process. Provides training for internal and external customers Reviews and writes unit's procedures and processes Complies with established ECMC Group Policies, procedures and student loan guidelines Performs other duties as assigned QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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. EDUCATION and EXPERIENCE High School or GED, post-secondary degree preferred 4+ years solid customer service call center experience 3-4 years progressive experience in financial aid industry interpreting and applying federal regulations to various situation 3+ years experience in administering the FFEL Program with a school, lender, servicer or secondary market with an understanding of electronic protocols used by the financial industry preferred Call center experience preferred Knowledge of FFELP and DL laws, regulations, and requirements preferred KNOWLEDGE, SKILLS and ABILITIES Ability to analyze complex operational and other industry-related issues Demonstrate the proficiency to combine complex processing information and facilitate creative solution Excellent analytical skills Detail oriented Broad-based knowledge of the systems used in the financial aid industry Ability to prioritize work assignments with strong time management skills to effectively manage multiple projects and deadlines Intermediate computer skills including the ability to use Microsoft Word and Excel Effective written and verbal communication skills Effective interaction and customer service skills Displays and promotes high standards of ethical conduct and behaviors consistent with organizational and government standards Ability to consistently carry out job responsibilities Ability to work effectively in a team environment SUPERVISION/CONTACTS: Reports to (title only) - Mgr Customer Service Direct Reports (titles reporting to this position) -N/A WORK ENVIRONMENT Office: Work is normally performed in a typical interior/office environment that requires normal safety precautions (such as in typical office or administrative work). PHYSICAL DEMANDS Sedentary work: Job involves sitting most of the time; walking, lifting, bending, standing etc. may be minimally required. TRAVEL Rarely if at all - less than 10% of the time. ADDITIONAL PERTINENT INFORMATION: Required to work normal hours to successfully perform the job responsibilities The noise level in the work environment is usually quiet to moderate #zr ECMC is a
