Manager, Account Resolution

Essential Duties And Responsibilities

• Drives strong results from direct reports by providing clear expectations, appropriate work direction, coaching, strategic guidance, and performance management.
• Executes outreach strategies and call initiatives aligned to departmental goals and portfolio priorities.
• Oversees daily operations to ensure timely, accurate handling of borrower interactions and requests.
• Makes sure team performance meets productivity, quality, and call center metrics; takes action to address gaps.
• Manages outbound dialer campaigns for defaulted borrowers and partners with leadership to optimize performance.
• Maintains adherence to call quality standards, guidelines, and compliance requirements.
• Enforces established processes, policies, and federal regulations to maintain compliant operations.
• Escalates risks, trends, and operational issues to leadership with recommendations for improvement.
• Ensures adherence to call quality standards, guidelines, and compliance requirements.
• Resolves complex borrower issues with internal partners.
• Drives continuous improvement by identifying process enhancements that increase efficiency and improve borrower experience.

Required Qualifications

• A high school diploma or GED.
• 5+ years of experience in student loans, collections, financial services or a call center environment.
• 3+ years of leadership experience.
• Proficiency in Microsoft Office or similar tools.

Preferred Qualifications

• Bachelor’s degree.
• Experience working with the FFEL student loan program, with knowledge of applicable regulations.

Pay

The pay range for this position is $85,000-$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.

Schedule

This position is classified as hybrid Monday - Wednesday and requires attendance in Minneapolis, MN.