Director, Account Resolution

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 Account Resolution Director oversees strategy, operations and performance for ECMC’s internally placed defaulted loan portfolio. This role leverages financial forecasting and KPI analysis to develop effective resolution strategies, optimize processes and drive portfolio results aligned with organizational goals and budget. As the primary owner of the internal collections system, the leader ensures compliance, manages system enhancements and guides outreach, dialer and skip‑tracing strategies. The position directs departmental operations, continuous improvement efforts, automation initiatives and borrower‑engagement enhancements. This leader also manages budgeting, staffing plans and performance reporting. Serving as a key internal expert on account resolution and federal student loan regulations, the leader provides strategic direction, clear expectations and strong leadership to foster a high‑performing, service‑oriented team.

Essential Duties and Responsibilities

• Leverages financial forecasting models to design and execute short- and long‑term strategies for resolving defaulted loans within the internally placed portfolio, ensuring alignment with ECMC’s vision, goals and budget.
• Oversees departmental operations to ensure efficient processes, effective cost management and achievement of performance and revenue targets.
• Partners with cross‑functional teams to optimize collection strategies and improve portfolio performance.
• Serves as the primary business owner for the FRED internal collections system, overseeing compliance activities, due‑diligence communications, system enhancements and defect prioritization.
• Leads outreach/dialer strategy and skip‑tracing efforts for internally placed defaulted accounts, including development, implementation and ongoing evaluation of the team’s commission plan to meet portfolio objectives.
• Analyzes KPIs and other relevant data to identify and report on trends, operational gaps and improvement opportunities; collaborates with appropriate business partners to implement improvements that enhance engagement and strengthen the borrower experience.
• Acts as an internal subject‑matter expert for departments that rely on or support Account Resolution functions.
• Develops and manages annual budget and staffing plans and prepares monthly budget analyses.
• Maintains expert knowledge of federal student loan rules and regulations.
• Provides strategic direction, structure, communication, and leadership to build a high-performing, service‑oriented account resolution team.
• Sets and communicates clear responsibilities, goals, and performance expectations for managers and staff.
• Performs other duties and responsibilities as assigned.

Required Qualifications

• Bachelor’s degree in business, finance, operations, or related field; or an additional 2 years of relevant experience
• 8+ years' experience in student loans, collections, financial services, or banking industry
• 5+ years management/leadership experience
• Proficiency in Microsoft Office suite
• Ability to travel up to 25% of the time

The salary range for this position is $158,000 - $185,000. 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 20% of base salary, contingent upon individual and company performance.
This position is classified as hybrid and requires attendance on designated in-office days.
 

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.

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.