Lending Experience & Systems Specialist

LMCU•Grand Rapids, MI

2d•Hybrid

About The Position

The Lending Experience & Systems Analyst is responsible for the day‑to‑day execution, administration, and support of lending‑related systems, journeys, data, and content. This role focuses on operational excellence—maintaining platforms, CRM functionality, supporting internal teams, executing approved journeys, and ensuring lending tools and resources are accurate, consistent, and easy to use. The analyst partners closely with lending, marketing, operations, and technology teams to support a seamless lending experience across all products that contributes to membership growth, engagement, and retention across all products.

Requirements

Bachelor’s degree in Business, Marketing, Information Systems, Communications, or a related field; an equivalent combination of education and experience may be considered.
3–5 years of experience administering CRM platforms, supporting business systems, reporting, data analysis, or related operational functions; financial services, banking, or lending experience preferred.
Hands-on experience administering CRM platforms and supporting integrated systems and technologies.
Experience working with data structures, formatting, reporting, and analysis to support business and operational needs.
Strong attention to detail with the ability to effectively manage multiple priorities, tasks, and requests.
Strong communication skills with the ability to explain systems, processes, and technical information to non-technical users.
Organized, responsive, and service-oriented approach with a focus on operational excellence and delivering a positive internal user experience.
Ability to work effectively within established priorities, standards, and processes while demonstrating strong execution and follow-through.

Nice To Haves

financial services, banking, or lending experience preferred.

Responsibilities

Administer and maintain CRM and related lending platforms, including user account management, role-based access, system configuration, routine maintenance, and quality checks.
Monitor CRM integrations and data flows, troubleshoot issues, and coordinate resolution with internal or external partners as needed.
Triage, resolve, and document system requests and issues, escalating more complex problems when appropriate.
Provide guidance and support to internal users to improve understanding, adoption, and effective use of lending systems and tools.
Build, update, test, and maintain lending-related CRM journeys based on approved designs and business requirements.
Perform quality assurance testing to ensure journeys execute accurately across channels, data conditions, and member segments.
Maintain and update journey logic to support member engagement, product awareness, and relationship growth.
Partner with Marketing to implement approved creative assets, copy, and templates within CRM journeys and lending communications.
Coordinate updates and deployment of CRM content and assets, ensuring alignment with established brand and compliance standards.
Organize and maintain CRM content, templates, journeys, lending resources, and related documentation to ensure accuracy and consistency.
Generate recurring reports and support data analysis related to lending journeys, engagement, and system usage.
Identify and communicate recurring issues, operational trends, and opportunities for system or process improvements.
Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence.