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.

*This position is designated as a critical role for the Harvard University Employees Credit Union as it provides non-deferrable services that must be performed in the event of an emergency or weather-related closure.

Customer Service and Member Support

• 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.

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.