The Educational Lending Specialist Position is responsible for supporting educational lending products, processes and initiatives at UW Credit Union. Duties include providing support to retail and lending staff, providing member service, monitoring daily/weekly/monthly reports, maintaining policies and procedures and assisting with the development and delivery of training for employees and members. This position is in a small department with high production goals, so the specialist must be comfortable in a high-production and fast-paced department.
This position must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the organization in a positive manner.
1) Support Workflow and Processes - 65%
a. Provide guidance to members and staff regarding the student loan process as the primary contact for phone and web channels.
b. Be a subject matter expert on UWCU private student loan programs, federal loan programs, school processes and refinance processes.
c. Analyze member needs accurately to make appropriate recommendation for situation.
d. Recognize, research and resolve issues from UWCU website and online application for members and staff.
e. Provide feedback to management concerning member issues, comment or feedback.
f. Be aware and offer other UWCU loan and deposit products when appropriate.
g. Exhibit awareness and react appropriately to application volume levels, incoming phone calls and emails to maintain service-level standards.
h. Review daily/weekly/monthly reports timely and without direction, reporting any concerns or issues to management. Reports include: SLEDIT report, Loans in Process report and Missing Documentation report.
i. Make outbound follow up calls to members based on application status at the appropriate timelines. This includes missing information and pending approval disclosure.
j. Maintain appropriate and recent regulatory knowledge and compliance.
k. Demonstrate sound judgment in handling member requests and exceptions. Underwrite and approve according to appropriate authority levels. Ensure applications are accurate, complete and appropriate for the member requesting credit. Document member interactions and exceptions.
l. Call all referrals submitted to the Educational Lending department within one business day. Provide timely and detailed information to management when problems, issues or concerns occur.
m. Navigates all third-party systems, including loan origination and servicing systems to support applicable processes.
2) Outbound Sales Calls - 15%
a. Work with retail leadership to organize and schedule refinance call nights. Lead each call night with training and expectations, and lead by example by making outbound calls. Create and update reports with call night data.
b. Make 20-40 outbound refi sales calls per week from lead list(s).
c. Follow up on pending leads as appropriate.
3) Training and Support - 10%
a. Review and maintain operating guidelines, policies and procedures related to student lending, as directed by the Educational Lending Product Manager.
b. Deliver student loan training for Onboarding classes as directed by Educational Lending Product Manager.
c. Deliver branch and lending training as needed, which includes approximately 10-20 branch visits each year.
4) Business Development - 10%
a. Provide timely and accurate responses to school financial aid offices.
b. Develop and maintain positive relationships with financial aid office contacts, especially those at our core schools/campus branch locations.
c. Review UWCU’s status on preferred lender lists on a monthly basis and update tracking spreadsheet as needed.
d. Participate with WASFAA organization by being on at least one committee, and by attending bi-annual conferences.
e. Join management, as needed, on financial aid office visits.
To perform this job successfully, an individual must demonstrate regular, predictable attendance and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The individual must be able to successfully pass background checks.
- Associates Degree in Business, Marketing, Finance or related field required.
- 2 to 3 years experience in one of or a combination of the following areas: Consumer lending experience in some or all of the following, origination, processing, underwriting, closing and services and/or collections required; Government-guaranteed student loans; Private student loans.
- Must be able to balance daily report duties with inbound and outbound calls.
- Must complete annual training and compliance in accordance with all UW Credit Union Fair Lending Policies and Guidelines including, but not limited to, the Equal Credit Opportunity Act, The Fair Housing Act, and the Home Mortgage Disclosure Act.
- Must maintain a valid license and vehicle liability insurance in the minimum amounts required by law. This information must remain current and on file with Human Resources.
- Communicate effectively via phone, email and written correspondence.
- Strong attention to detail.
- Ability to move from one task to another, and then back again.
- Strong communication skills, both written and verbal, including the ability to explain complex regulations and system processes.
- Strong presentation skills.
- Demonstrated analytical and problem-solving skills.
- Ability to work independently with minimal direction and supervision.