Operations Specialist, Borrower And Loan Services

Operations Specialist, Borrower and Loan Services

Job Summary: Under direct supervision, responds to various written inquiries and forms and inbound calls from borrowers, lenders, schools and guarantors, providing detailed responses and resolutions on a broad variety of questions related to the FFEL program. Provides account and program information along with options relevant to resolving account questions and issues for both defaulted and non-defaulted loans.

Essential Duties and Responsibilities:

• Responds to written and phone inquiries regarding all aspects of FFEL loans, including account balances, Treasury Offset Program, Title IV eligibility, rehabilitation, garnishment and loan discharge programs for both pre- and post-default accounts.
• Guides customers on resolving delinquency or default, explaining long-term solutions and consequences of default.
• Processes loan discharge applications, determines approval or denial, calculates adjustments or refunds and communicates outcomes to borrowers.
• Provides account information to external entities such as credit reporting agencies and federal organizations; reviews and resolves electronic credit bureau disputes.
• Maintains accurate documentation of borrower interactions across all communication channels and performs necessary account follow-up.
• Identifies and routes NSLDS discrepancies; researches and processes loan maintenance updates including reversals, reinstatements, cancellations, transfers, and disbursement details.
• Prepares loans for repurchase and rehabilitation, including subsidy determinations for consolidation loans.
• Performs other duties and responsibilities as assigned.

Required Qualifications:

• High School diploma or GED
• 2+ years of relevant work experience
• Basic proficiency in Microsoft Office suite

The pay range for this position is $19.00 - $24.00. Actual compensation may vary based on factors such as relevant experience, peer and market benchmarks, and geographic location. This position is also eligible for a monthly commission of up to $800, based on individual performance. This position is classified as hybrid and requires attendance on designated in-office days. ECMC Group also provides a comprehensive benefits package.