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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.

Process bankruptcy documentation for Department of Education loans, suspend collections during proceedings, file Proofs of Claim, research accounts via PACER and trustee sites, determine discharge/refund eligibility, reconcile balances, respond to inquiries, and maintain accurate account documentation and regulatory knowledge.

Process and manage bankruptcy-related student loan accounts: review court documents, suspend collections, file proofs of claim, research via PACER, reconcile balances, handle refunds, respond to stakeholders, and maintain regulatory and policy knowledge.

This role manages the Account Resolution team, focusing on borrower engagement, performance management, compliance adherence, and operational oversight to enhance default resolution and portfolio performance.