Digital Lending Specialist

About the role

At Truliant Federal Credit Union, digital lending is a key service that helps members achieve financial confidence. As a Digital Lending Specialist, you'll engage members through various digital channels to guide them through lending and deposit conversations, ensuring they receive personalized and straightforward financial solutions.

Responsibilities

• Take ownership of member lending opportunities through digital channels
• Create a smooth, personal, and low-friction experience for members
• Balance sales, service, accuracy, and follow-through to move applications forward
• Engage members via SMS, chat, phone, and email to understand their needs and connect them with relevant solutions
• Manage lending opportunities from inquiry through funding, including follow-up on applications, pre-approvals, and cross-sell opportunities
• Partner with underwriting and fulfillment teams to ensure accuracy, timeliness, compliance, and member focus
• Identify friction points in the digital member journey and support new engagement initiatives
• Help Truliant continuously improve the digital experience for members

Requirements

• 2+ years of experience in sales, customer engagement, or consultative service
• Advanced knowledge of consumer lending and deposit products, including ancillary products and services
• A strong understanding of credit union operations, policies, and end-to-end service delivery channels
• The ability to identify member needs and recommend appropriate financial solutions across lending and deposit relationships
• Experience with mortgage products and the ability to identify needs and refer members to a mortgage specialist
• Clear verbal and written communication across digital channels and phone interactions
• Service recovery and de-escalation skills that reinforce trust and create a consistent member-centered experience
• Intermediate Microsoft Office skills, including Excel and Outlook
• Strong problem-solving, time management, organization, and attention to detail in documentation, disclosures, and member communications
• The ability to follow regulatory requirements, policies, and procedures while maintaining confidentiality and protecting member data
• Flexibility to adapt to changing priorities, business needs, evolving digital tools, and continuous improvement initiatives
• The ability to work independently and collaboratively while staying composed and effective under pressure

Qualifications

• A high school diploma or equivalent
• Comfortable managing multiple digital conversations, follow-up priorities, and application details
• The ability to build trust quickly, communicate clearly, and manage details without losing sight of the member experience

Skills

• Advanced knowledge of consumer lending and deposit products, including ancillary products and services
• Strong understanding of credit union operations, policies, and end-to-end service delivery channels
• The ability to identify member needs and recommend appropriate financial solutions across lending and deposit relationships
• Working knowledge of mortgage products, with the ability to identify needs and refer members to a mortgage specialist
• Clear verbal and written communication across digital channels and phone interactions
• Service recovery and de-escalation skills that reinforce trust and create a consistent member-centered experience
• The ability to navigate multiple systems at once, including CRM and loan origination tools
• Intermediate Microsoft Office skills, including Excel and Outlook
• Strong problem-solving, time management, organization, and attention to detail in documentation, disclosures, and member communications
• The ability to follow regulatory requirements, policies, and procedures while maintaining confidentiality and protecting member data
• The ability to follow regulatory requirements, policies, and procedures while maintaining confidentiality and protecting member data
• The ability to work independently and collaboratively while staying composed and effective under pressure