Digital Lending Specialist

Truliant Federal Credit Union•Winston-Salem, NC

About The Position

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves. Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do. Why this role matters At Truliant Federal Credit Union, digital lending is an important way we help members move forward with confidence. As a Digital Lending Specialist, you’ll guide members through lending and deposit conversations across digital channels, helping them understand options, make informed decisions, and feel supported from first inquiry through funding. This is a great opportunity for someone who enjoys consultative conversations, building trust through technology, and turning member needs into meaningful financial solutions. What you’ll do In this role, you’ll take ownership of member lending opportunities that come through digital channels, while helping create a smooth, personal, and low-friction experience. You’ll balance sales, service, accuracy, and follow-through as you move applications forward and partner with others to remove barriers along the way. Day to day, you’ll : Engage members by SMS, chat, phone, and email to understand their needs and connect them with lending, deposit, and ancillary 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 keep the process accurate , timely , compliant, and member-focused . Beyond that, your work will include identifying friction points in the digital member journey, supporting new engagement initiatives, and helping Truliant continue improving how members experience lending online and over the phone.

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.
Strong understanding of credit union operations, policies, and end-to-end service delivery channels.
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.
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.
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.
Ability to work independently and collaboratively while staying composed and effective under pressure.
High school diploma or equivalent required.
Comfortable managing multiple digital conversations, follow-up priorities, and application details while keeping the member experience clear, timely, and compliant.

Nice To Haves

Bachelor’s degree.
1+ year of experience in a financial services or lending environment.
1+ year of experience in a digital, contact center, or high-volume inbound/outbound environment.

Responsibilities

Engage members by SMS, chat, phone, and email to understand their needs and connect them with lending, deposit, and ancillary 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 keep the process accurate, timely, compliant, and member-focused.
Identify friction points in the digital member journey.
Support new engagement initiatives.
Help Truliant continue improving how members experience lending online and over the phone.