Investigates and analyzes complex borrower complaints across multiple systems, applying independent judgment to determine appropriate resolutions and minimize negative impact.
Identifies, assesses and responds to escalated borrower complaints, including attorney and compliance related issues, escalating concerns to leadership when potential organizational risk is identified.
Reviews and scores recorded calls to evaluate quality, professionalism and adherence to regulatory, policy and business unit standards for borrower and third-party interactions.
Provides coaching feedback and performance improvement guidance, including suggested scripting, and assists in the development of training materials, guidelines and job aids.
Tracks complaints and quality data, identifies trends and supports alignment of quality assurance standards across multiple lines of business.
Promotes compliance awareness, maintains strict confidentiality, ensures adherence to ECMC Group policies and recommends process or policy changes to support regulatory compliance.
Collaborates with the department manager and ombudsman to address complaint, policy and procedure concerns in a timely manner while upholding organizational integrity.
Effectively manages multiple tasks in a fast-paced environment while maintaining accuracy and attention to detail.

Bachelor’s Degree or an additional 2 years of relevant work experience in lieu of degree
3+ years of customer service or complaint resolution experience
Student loan experience (private, Direct or FFELP)
Knowledge and experience with state and federal consumer protection statutes (e.g., debt collection laws, credit reporting, privacy)
1+ years’ experience working in a call center environment

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.
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.
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.

Research Resolution and Quality Assurance Specialist

Key skills