Operations Manager, Claims

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 Manager of Claims provides leadership and oversight of the department functions including timely and accurate adjudication and payment of claims, responding to servicer and third-party guarantor service client inquiries and performing quarterly servicing audits on claims paid. In addition, this leader is responsible for coaching, providing work direction to employees, managing performance and ensuring timely, accurate processing and adherence to procedures, policies and federal regulations. This role includes a significant level of technical involvement and oversight of complex electronic files and system processes.

Essential Duties and Responsibilities

• Provides support and guidance to employees including claim review, resolution and policy interpretation.
• Monitors workflow between the Claims department and other internal/external partners to ensure seamless process flows.
• Creates and monitors performance metrics; assesses training needs and oversees training development and delivery.
• Ensures completion of all regulatory reporting and tracking.
• Streamlines and updates department processes, increases efficiencies, maintains compliance and improves claim processing and payments; implements and drives those enhancements through team engagement.
• Maintains strong knowledge of industry regulations and program changes, as well as other external changes that impact operational processes, customer needs and compliance requirements.
• Manages and ensures completion of special projects, including intake, workplan and follow through to completion.
• Hires, trains and manages department staff to include coaching, conducting performance management reviews and addressing issues and concerns.
• Provides support to audits and program reviews with internal and external entities.
• Interacts as an essential member of project teams for loan conversions, system upgrades and infrastructure changes.
• Performs other duties and responsibilities as assigned.

Required Qualifications

• High School diploma or GED
• 3+ years of supervisory/leadership experience
• 5+ years of experience managing an operational or processing function
• Prior customer service experience relevant to the role

Preferred Qualifications

• Post-secondary degree
• Prior experience working in the student loan or financial services industry
• Claims management experience

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.

The pay range for this position is $80,000 - 95,000. 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 15% of base salary, contingent upon individual and company performance.
This position is classified as hybrid and requires attendance on designated in-office days.

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.