Job Information
Harvard University Education Lending Outreach Coordinator in Cambridge, Massachusetts
65902BRAuto req ID:65902BRJob Code:400110 Financial Associate I Department Office Location:USA - MA - Cambridge Business Title:Education Lending Outreach CoordinatorSub-Unit:------------ Salary Grade (https://hr.harvard.edu/salary-ranges#ranges) :054Time Status:Full-time Union:55 - Hvd Union Cler & Tech Workers Basic Qualifications:
The following basic 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 two 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 Skills:
The following additional qualifications are strongly preferred. If you meet some, but not all, we still encourage you to apply. Harvard FCU values employees with a willingness to learn.
Strong knowledge of the principles and practices of education lending.
Business writing skills to support borrower interactions through multiple channels.
Must be highly detail oriented.
Successful experience interacting with culturally diverse populations.
Entrepreneurial spirit and the ability to take the initiative to accomplish challenging tasks and identify alternative solutions.
Working knowledge of Microsoft Office suite.
Ability to learn new systems.
Effective organizational and analytical skills.
Demonstrated presentation skills.
Additional Information:
Additional Information:
Please provide a cover letter with your application.
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.
Interviews for this position may be conducted via telephone and Zoom video conferencing, based on the department’s current presence on campus.
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.
Accessibility:
Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request an accommodation or have questions about the physical access provided, please contact our University Disability Resources Department.
Department:Harvard FCU Consumer LendingPre-Employment Screening:Credit, Education, Identity, Prohibited PartiesSchedule:
Monday through Friday, 9:00am – 5:00pm with a one-hour unpaid lunch break.
This position is part of the bargaining unit and is overtime eligible.
Must be able to work additional hours during peak periods, which may include nights and weekends.
Job Function:Finance Position Description:
Customer Service and Member Support
Nurturing new business and managing legacy portfolio across all loan stages, proactively identifying opportunities to engage with members and establish long-lasting relationships. Demonstrates effective account retention efforts.
Facilitating in-person and phone meetings with members to provide loan origination and servicing support. Effectively reference multiple data sources and 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 inbound call volume resulting from outbound communications targeted towards members who are at critical milestones in the loan origination and repayment cycle.
Ability to respond to member complaints with empathy, diffuse challenging situations with tact and escalate issues to management when appropriate.
Actively solicit and provide feedback to management and internal teams to help improve products, service delivery, and the member experience. This includes recommendations for member communications, business practices, and technology improvements.
Uphold high customer service standards, promptly responding to phone calls, emails, Slack requests, and conducting outreach as needed.
Systems, Business Operations & Compliance
Responsible for learning and retaining knowledge of credit union core banking, loan origination and servicing platforms. Properly document all member interactions and develop procedures to ensure accuracy and consistency of account data.
Maintains appropriate level of knowledge related to credit union education lending and department policies, required documents, and applicable state and federal regulations.
Well-versed in education lending guidelines and procedures to assess requests. Demonstrates sound professional judgement when making decisions or referring situations to management for review.
Manage membership verification, repayment benefit processing, and payment posting processes.
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.
Coordinate with loan origination and servicing partners to ensure timely loan approval, disbursement and proper account maintenance, as needed.
Supports management with internal, state and federal audits, collecting needed documentation and helping to implement changes in response to findings.
Performs other job-related duties and assignments as necessary.
Training & Member Communication
Leads the development, implementation and delivery of in-person and online training for Harvard FCU staff and other officials and performs on-going needs assessment in partnership with Training Specialist.
Responsible for expanding library of learning resources, coordinating training material updates, and creating new assets.
Oversee material distribution, post company-wide 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.
This position is designated as a critical role for the Harvard Federal Credit Union as it provides non-deferrable services that must be performed in the event of an emergency or weather-related closure.
School/Unit:Harvard Federal Credit Union 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.Working Conditions:
Work is performed in an office setting.
Job Summary:
Reporting to the Loan Servicing and Support Supervisor, the Education Lending Outreach Coordinator is responsible for supporting education lending products, processes and initiatives at Harvard Federal Credit Union (Harvard FCU).
Duties include providing support and customer service to members, retail, operations, and key stakeholders. This person is responsible for actively engaging members through the education loan lifecycle, managing member communication strategies, and establishing internal training programs. Working closely with the Education Lending team, this person helps to identify trends, areas for improvement, and seeks opportunities to enhance the member and internal partner experience.
The Education Lending Outreach Coordinator 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.
Commitment to Equity, Diversity, Inclusion, and Belonging:Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.Benefits:We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
Work Format:Hybrid (partially on-site, partially remote) LinkedIn Recruiter Tag (for internal use only):#LI-BT1Work Format Details:Harvard Federal Credit Union is an on-campus community,
This position is primarily hybrid, based in Cambridge, in Massachusetts. Position may require travel to all branch locations in the Cambridge, Boston, and Somerville areas. This may include in-person during emergency situations (if applicable). During the initial 90-day training period, new employees may be expected to work in the office more frequently, up to full-time. Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employmentAbout Us:Harvard Federal Credit Union: https://harvardfcu.org/
The Harvard Federal Credit Union 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 Harvard FCU 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.