Digital Lending Specialist

Truliant Federal Credit Union•Winston-Salem, NC

10d•Onsite

About The Position

The Digital Lending Specialist delivers seamless, consultative member experience across digital channels by guiding members to lending and deposit solutions aligned with their financial needs. This role extends beyond transactional support to proactively deepen member relationships, improve financial outcomes, and drive organizational growth. As a key contributor to the digital sales and engagement strategy, the position blends financial expertise, digital communication, and relationship-building to convert opportunities into funded loans, expanded deposit relationships, and long-term member loyalty.

Requirements

Must have advanced knowledge of consumer lending and deposit products, including ancillary products and services.
Must have a strong understanding of credit union operations, policies, and end-to-end service delivery channels.
Must have demonstrated ability to identify member needs and align appropriate financial solutions across lending and deposit relationships.
Must have working knowledge of mortgage products with the ability to identify needs and refer to a mortgage specialist.
Must have excellent verbal and written communication skills, with the ability to engage effectively across digital channels and phone, demonstrating clarity, professionalism, and efficiency.
Must have strong service recovery skills, with the ability to de-escalate issues, reinforce trust, and deliver consistent member-centric experience.
Must have proficiency in navigating multiple systems simultaneously (e.g., CRM, loan origination systems).
Must have intermediate proficiency in Microsoft Office applications, including Excel and Outlook.
Must have strong problem-solving skills with the ability to assess situations, identify solutions, and take appropriate action.
Must have effective time management and organizational skills, with the ability to manage competing priorities in a fast-paced, goal-oriented environment.
Must have a high attention to detail in documentation, disclosures, and member communications.
Must have the ability to consistently follow regulatory requirements, policies, and procedures, maintaining confidentiality and protecting member data.
Must have the flexibility to adapt to changing priorities, business needs, and evolving digital tools, with a willingness to support continuous improvement initiatives.
Must have demonstrated ability to work independently and collaboratively within a team, maintaining composure and effectiveness under pressure.
High School Diploma or equivalent required.
2 + years of experience in a sales, customer engagement, or consultative service environment required.

Nice To Haves

bachelor’s degree preferred.
Previous experience in the financial services or lending environment preferred.
Previous experience in a digital, contact center, or high volume inbound/outbound environment preferred.

Responsibilities

Engages members through digital channels (SMS, chat, phone, email) to understand financial needs and deliver personalized lending and deposit solutions.
Leads consultative conversations that uncover both stated and unstated needs, confidently positioning appropriate products, services, and ancillary solutions.
Educates members on product options, terms, and benefits to support informed financial decisions, leveraging pre-approvals, triggers, and behavioral insights.
Executes outbound follow-up strategies for applications, pre-approvals, and cross-sell opportunities to drive engagement and conversion.
Manages a pipeline of opportunities using CRM and loan origination tools, ensuring timely follow-up and progression from application through funding.
Meets or exceeds individual and team goals related to production, conversion, and relationship expansion.
Delivers a high-service, low-friction experience that builds trust and long-term relationships, while providing feedback on digital tools, member journey friction points, and process improvements.
Manages loan applications from initial inquiry through funding, ensuring accuracy, timeliness, compliance, and a positive member experience.
Partners with underwriting and fulfillment teams to ensure a seamless end-to-end process, proactively identifying and resolving application barriers.
Prioritizes high-impact opportunities to maximize funding volume and relationship growth.
Adapts to evolving digital platforms, systems, and workflows to enhance efficiency and service delivery.
Supports pilot programs and new initiatives aimed at improving digital engagement, conversion, and member experience.
Ensures all interactions and processes comply with regulatory requirements and internal policies.
Identifies and reports potential fraud to protect the credit union and its members.
Assists with other tasks and projects as assigned.