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Education Lending Outreach Coordinator

Company: Harvard University
Location: Cambridge
Posted on: February 16, 2021

Job Description:

Harvard University Employees Credit Union 53312BR Job Summary 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. We are looking for talented, member-centric individuals to join our growing team. If you have energy, enthusiasm, and thrive in a fast-paced environment, please read on. Reporting to the Education Lending Manager, the Education Lending Outreach Coordinator is responsible for providing support and customer service to members, retail, and key stakeholders. They will actively engage members through the education loan lifecycle, manage communication strategies, and establish internal training programs.

  • Nurturing new business and managing legacy portfolio, identifying opportunities to engage with members and establish long-lasting relationships. Demonstrates effective account retention efforts.
  • Facilitating meetings with members to provide loan origination and servicing support. Effectively counsel on product attributes, eligibility criteria, application processes and status, missing documentation, and repayment benefits.
  • Works closely with Retail and Member Support staff as a liaison for education lending programs.
  • Manage call volume resulting from communications targeted towards members at critical milestones in the loan cycle.
  • Ability to respond to member complaints with empathy, diffuse challenging situations with tact and escalate issues to management when appropriate.
  • Actively solicit feedback to improve products, service delivery, and the member experience.
  • Uphold high customer service standards, promptly responding to calls, email, Slack requests, and conducting outreach.-- Training & Member Communication
    • Leads the development, implementation and delivery of training for HUECU staff, and performs on-going needs assessment with Training Specialist.
    • Responsible for expanding library of learning resources, coordinating material updates, and creating new assets.
    • Oversee material distribution, post training announcements, and maintain intranet resources.
    • Manage member communication strategy across channels, working closely with Marketing and team members to establish outreach timelines and develop campaigns.
    • Organize and maintain electronic communication archive. Systems, Business Operations & Compliance
      • Responsible for learning and retaining knowledge of core banking, loan origination and servicing platforms. Properly document member interactions and develop procedures to ensure accuracy of account data.
      • Maintains knowledge of credit union education lending policies, required documents, and regulations.
      • Well-versed in lending procedures to appropriately assess requests. Demonstrates sound professional judgement when making decisions or referring situations to management.
      • Responsible for instituting and monitoring service recovery, exception request and qualifying relationship discount processes.
      • Handles member information changes, coordinates account updates between internal and third party systems, and establishes best practices to minimize data discrepancies.
      • Supports management with audits, collecting documentation and helping to implement changes in response to findings.
      • Provides support for membership verification and repayment benefit processing. Basic Qualifications The following qualifications are the minimum threshold for which a candidate must meet in order to be considered for this role.
        • Associates Degree or a minimum of 2 years related training beyond high school.
        • A minimum of three years of education lending, financial aid, banking OR client services experience in a high volume setting required. Additional Qualifications and SkillsThe following qualifications are strongly preferred. If you meet some, but not all, we still encourage you to apply. HUECU values employees with a willingness to learn.--
          • Strong knowledge of the principles and practices of education lending.
          • Highly detail oriented.
          • Business writing, organizational and analytical skills.
          • Demonstrated presentation skills.
            • Successful experience interacting with culturally diverse populations.
            • Ability to take the initiative to accomplish challenging tasks and identify alternative solutions.
            • Working knowledge of Microsoft Office suite and ability to learn new systems.
            • Willingness to work additional hours during peak periods, which may include nights and weekends.*Please note:-- Effective written and verbal communication skills are essential. Candidates selected for interviews will be asked to complete a writing exercise*

              -- Physical Requirements Must be able to lift up to 20 pounds, on occasion. Working Conditions In light of the global pandemic, all interview and onboarding activity for HUECU will be conducted via telephone & Zoom video conferencing. Temporary work from home arrangements will be required for this position through June, 2021, and it is not yet known when traditional on-campus work will resume.
              Additional detail will be provided to candidates during the interview process. New hires must reside in one of the following states on or before date of hire: MA, CT, ME, NH, NY, VT.-- Harvard continues to place the highest priority on the health, safety and wellbeing of its faculty, staff and students, as well as the wider community. Information and details can be found via Harvard's Coronavirus Workplace Policies website: https://hr.harvard.edu/corona-virus-workplace-policies . Additional Information Please provide a cover letter with your application and upload as one document.
              • Please note: 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. Harvard University Employees Credit Union: https://www.huecu.org/

                Accessibility:
                Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please contact our University Disability Resources Department. Diversity, Inclusion & Belonging:
                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. Harvard offers an outstanding benefits package including:--Harvard's Total Rewards Program is designed to attract, retain, and reward the performance of talented employees. Comprehensive--benefits, generous paid time-off, access to education and professional development, and a vibrant campus with abundant cultural and recreational opportunities create a competitive and compelling total rewards package. As a Harvard staff member, you enjoy many perks that come with working for one of the top employers in Massachusetts. Time Off:--3 - 4 weeks accrued paid vacation, paid holiday break, 12 accrued paid sick days, 12.5 paid holidays, and 3 paid personal days per year.-- Medical/Dental/Vision: 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 Program: 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% discounted 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 metro Boston. Job Function Finance Location USA - MA - Cambridge Job Code Sub-Unit ------------ Department Harvard University Employees Credit Union Credit, Criminal, Identity, Prohibited Parties Schedule M - F 7.00hrs per day (8:30a - 4:30p--/ 35.00hrs) per week default schedule BUT overtime will be expected based upon business needs, either early morning or late evenings and some weekend hours.
                This position is part of the bargaining unit and is OT eligible.
                -- EEO Statement 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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

Keywords: Harvard University, Cambridge , Education Lending Outreach Coordinator, Education / Teaching , Cambridge, Massachusetts

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