Teams at ECMC Group

Handle inbound and outbound calls to borrowers with defaulted student loans, educate them on default resolution options, document actions, meet call quality and performance targets, perform follow-up including skip tracing, comply with FFEL regulations, and escalate issues to supervisors as needed.

Lead execution and continuous improvement of the ECMC Scholars Program, overseeing scholarship operations, partner engagement, and data-driven performance. Manage systems (scholarship platform, Salesforce integration), define KPIs, develop onboarding and student-facing resources, train partners, and implement coaching strategies to drive student persistence and completion.

Reviews claims and discharge documents, processes discharge requests, conducts audits, and assists in training new staff while maintaining quality assurance standards.