Operations Manager, Claims

Choosing a career with ECMC Group means joining a nonprofit corporation with a mission to help students succeed. With a vibrant mission and values, great benefits, and strong community involvement, ECMC Group companies are an ideal team to join.

Job Summary

The Manager of Claims provides leadership and oversight of the department functions including timely and accurate adjudication and payment of claims, responding to servicer and third-party guarantor service client inquiries, and performing quarterly servicing audits on claims paid. In addition, is responsible for coaching, providing work direction to employees, performance management, and ensuring timely, accurate processing and adherence to procedures, policies, and federal regulations. This role includes a significant level of technical involvement and oversight of complex electronic files and system processes.

Essential Duties and Responsibilities

• Provides support and guidance to employees including claim review, resolution, and policy interpretation
• Monitors workflow between the Claims department and other internal/external partners to ensure seamless process flows
• Creates and monitors performance metrics; assesses training needs and oversees training development and delivery
• Ensures completion of all regulatory reporting and tracking
• Streamlines and updates department processes, increases efficiencies, maintains compliance, and improves claim processing and payments; implements and drives those enhancements through team engagement
• Maintains strong knowledge of industry regulations and program changes, as well as other external changes that impact operational processes, customer needs and compliance requirements
• Manages and ensures completion of special projects, including intake, workplan and follow through to completion
• Hires, trains, manages department staff to include coaching, conducting performance management reviews and addressing issues and concerns
• Provides support to audits and program reviews with internal and external entities
• Interacts as essential member of project teams for loan conversions, system upgrades and infrastructure changes
• Performs other related duties as assigned

Required Qualifications

• High School diploma or GED
• 3 years supervisory/leadership experience
• Experience managing an operational/processing function

Preferred Qualifications

• Associates degree
• Prior experience working in the student loan or financial services industry
• Claims management experience
• Customer service experience

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

ECMC Group is committed to ensuring our diverse, inclusive and equitable culture is built on a strong sense of belonging, where everyone feels seen, heard and encouraged to show up as their authentic self.