Job Description 

The Member Relationship Specialist will work directly with a wide variety of members to ensure a stellar experience from start to finish. The Member Relationship Specialist will act as the loan processor, concierge and single point of contact for our members. As part of the role, you will review borrower documents, identify any additional documents needed, answering question, proactively working following up on any outstanding items, assisting in problem solving with borrower applications and managing all application items from beginning to end. The Member Relationship Specialist maintains ongoing book of business to track all members assisted as well as specific actions taken, roadblocks encountered and end results. This position is responsible for delivering world class member service at every turn, effectively managing pipeline activities to ensure timely completion and thoroughly documenting the process.

Responsibilities 

• Process borrower documentation to complete application process
• Use industry and application knowledge to identify what else may be required from members
• Work one on one with members throughout their entire application process
• Work through loan underwriting and processing with members
• Tailor service to individual needs of the members
• Ensure all underwriting requirements are met on each application
• Collaborate with internal partners and clients for member resolution
• Process escalated/review requests from beginning to end
• Maintain book of business with all members assisted
• Thoroughly document all interactions and actions taken
• Work with leadership to identify opportunities to streamline application fulfillment
• Review and screen various reporting to identify members in need of assistance
• Perform additional related duties and projects as requested

 Qualifications: 

• High School Diploma or GED, Associates Degree/Bachelor’s Degree or equivalent work experience 
• Student lending, financial aid, consumer lending or credit union experience strongly preferred 
• Ability to succeed in a high-volume, fast-paced environment 
• Excellent written and verbal communication skills 
• Self-motivated and able to track, prioritize, and ensure completion of multiple concurrent tasks 
• Excellent people skills 
• Organized, with a keen attention to detail and follow up 
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) 
• Ability to handle and safeguard confidential and proprietary information 
• Exhibit superior professionalism and style in internal and external communications

Work Conditions 

• Sitting for extended periods of time 
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects 
• Physically able to participate in training sessions, presentations, and meetings 
• Minimal travel may be required for meeting with management, clients, and vendor unit business leaders

AA/EEO