Document Processor Lead

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:

Under limited directions, serves as an expert in the processing of the rehabilitation documents, resolves the more complex customer inquiries.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Measures the quantity of rehabilitation accounts and updates reports
• Conducts quality assurance audits by reviewing accounts for accuracy and communicates results with employees while providing coaching
• Acts as first point of contact for questions for Rehabilitation Document Processors
• Receives and logs rehabilitation documents
• Reviews documents for completeness and accuracy
• Reviews FRED schedules and financial statements to ensure they match documents
• Inputs information on various screens and fields to reflect results of review
• Updates notes in FRED and EPIC as necessary
• Follows up with staff and borrowers as appropriate to resolve discrepancies
• Complies with all ECMC Group Policies
• Performs other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

EDUCATION and EXPERIENCE

• High School or GED
• 3 or more years' experience in a call center or high-volume operations environment

KNOWLEDGE, SKILLS and ABILITIES

• Strong data entry skills
• Effective written and verbal communication skills with the ability to clearly and effectively convey information to individuals or groups. This includes the ability to choose the appropriate method or methods of communication.
• Proficient knowledge and skills working in a computer-based office suite environment, Microsoft Windows or Mac Office
• Ability to work with high volumes efficiently and accurately
• Displays and promotes high standards of ethical conduct and behaviors consistent with organizational and government standards
• Basic analytical and problem-solving skills
• Strong customer service and telephone communication skills with the ability to anticipate, understand and manage customer expectations
• Ability to manage conflicting priorities and handle multiple tasks/projects concurrently
• Ability to consistently carry out job responsibilities

SUPERVISION/CONTACTS:

• Reports to- Manager Internal Collections
• Direct Reports - N/A

WORK ENVIRONMENT

Office: Work is normally performed in a typical interior/office environment that requires normal safety precautions (such as in typical office or administrative work).

PHYSICAL DEMANDS

Sedentary work: Job involves sitting most of the time; walking, lifting, bending, standing etc. may be minimally required.

TRAVEL

Rarely if at all - less than 10% of the time.

ADDITIONAL PERTINENT INFORMATION:

The hourly range for this position is $25.00 - $29.00 per hour. Actual hourly pay may vary based upon, but not limited to, relevant experience, time in role, peer and market data, and geographic location.

• Required to work normal hours to successfully perform the job responsibilities
• May require occasional overtime
• Significant data entry
• High volume document processing
• Frequently subjected to interruptions, multiple calls and inquiries
• The noise level in the work environment is usually quiet to moderate

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.