Reporting to the Educational Lending Manager, the Educational Lending Coordinator is responsible for supporting educational lending products, processes and initiatives at Harvard University Employees Credit Union (HUECU). Duties include providing support and customer service to members, retail, operations, and key stakeholders. The Educational Lending Coordinator is responsible for actively engaging members through the student loan lifecycle, managing systems, and monitoring the quality and accuracy of data and lending resources. Working closely with the Educational Lending team, this person helps to identify trends, seeks opportunities for product and process improvement, develops internal training programs, and establishes operational processes and procedures.
Roles and Responsibilities will include the following:
Systems & Business Process Management
Learning and retaining knowledge of credit union core banking, loan origination and servicing platforms.
Manage membership verification processes to ensure timely processing and disbursement of educational loans, and establish strategies to administer qualifying relationship discounts.
Planning and overseeing implementation of online forms
Maintaining ELMSelect, third-party online lender comparison system, including rate changes, marketing content, and updating lending disclosures.
Handles member information changes, coordinates account updates between internal and third party systems, and establishes best practices to minimize data discrepancies.
Managing, updating and archiving student lending documentation and procedures, and creating effective filing systems.
Nurturing new business and managing legacy portfolio across all loan stages, proactively identifying opportunities to engage with members and establish long-lasting relationships.
Advise members of their application status, and repayment options by phone and in-person with the objective of securing new business and preventing delinquency and default.
Generate reports and manage data to effectively execute outbound call campaigns, resolve problem accounts, and support successful loan repayment.
Actively solicit and provide feedback to help improve products, service delivery, and create a better member experience. This includes recommendations for communications, business practices, and technology.
Respond to member complaints with empathy, diffuse challenging situations with tact and escalate issues to management when appropriate.
Compliance & Operations
Maintains appropriate level of knowledge related to credit union educational lending and departmental policies, required documents and applicable state and federal regulations.
Responsible for quality and control, monitoring accuracy and consistency of data within internal and third-party systems, forms, web content, member communications and training materials.
Cross-functional & Training
Cultivate relationships with HUECU's loan origination and servicing partners to ensure timely loan approval, disbursement and proper account maintenance.
Participates on special project teams related to system conversions, program enhancements and new product implementations.
Leads the development, implementation and delivery or training for HUECU staff and other officials, and performs on-going needs assessment in partnership with Training Specialist.
Please upload your resume and cover letter as one document
Harvard University requires a pre-employment reference and background screening, which includes OFAC (Office of Foreign Assets Control).
Harvard University is unable to provide work authorization and/or visa sponsorship.
This position has a 90-day orientation and review period.
Diversity and Inclusion:
The dynamism that comes with working at Harvard is largely the result of our diversity. Here, staff, faculty, administrators and students representing a wide range of ages, races, interests and backgrounds come together in pursuit of common goals. Together, we strive to provide an environment that values diversity and promotes an inclusive culture.
The Harvard University Employees Credit Union (HUECU) is one of the fastest growing Credit Unions in the country and a leader in our industry. As a not-for-profit cooperative, we put our members' best interests first in all that we do. We are passionate about service and fanatical about solving problems. Integrity and transparency are the foundation of HUECU's philosophy. Our mission is to enhance our members' lives by developing and offering trustworthy products that are easy to understand, easy to use and best suited to meet their financial needs.
HUECU has a dynamic small-business atmosphere where every member of the team has a significant impact on our success. Our headquarters and flagship branch are located in the heart of Harvard Square, surrounded by shops, restaurants, and the vibrant University community. HUECU staff are employed by Harvard University and enjoy competitive salaries and a robust benefits package.
Harvard University offers an outstanding benefits package including, but not limited to:
Time Off: 3 - 4 weeks paid vacation, a paid winter recess break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision plans: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Programs: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Transportation: Harvard offers a 50% subsidized MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout the metro Boston area.
Associates Degree or a minimum of 2 years related training beyond high school.
A minimum of three years of educational lending, finance and/or financial aid experience in a high volume setting required.
Strong knowledge of the principles and practices of educational lending, finance and/or financial aid.
Business writing skills to support borrower interactions through multiple channels.
Successful experience interacting with culturally diverse populations.
Working knowledge of Microsoft Office suite with a comprehensive understanding of Excel.
Entrepreneurial spirit and the ability to take the initiative to accomplish challenging tasks and identify alternative solutions.
Demonstrated presentation skills.
Ideal candidates will be highly organizational, analytical and detailed orientated
Willingness to work additional hours during peak periods, which may include nights and weekends.
Must be able to lift up to 20 pounds, on occasion.
Hours: 8:30am – 4:30pm with a one hour unpaid lunch break. OT Eligible
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 50612BR
About Harvard University Credit Union
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.