Senior Lending Member Experience Specialist

The purpose of this role is to enhance the lending division's focus on member experience. This will be accomplished by embedding the Qualtrics member experience results into the culture of UNFCU's lending division in order to achieve a frictionless member experience in Mortgage Lending, Consumer Lending, Loan Servicing and Commercial Real Estate.

This position is expected to be hybrid. 

NYC Salary Range - $83,130 - $100,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Analyze Qualtrics member survey results.  This includes tracking, analyzing, and reporting Qualtrics results, coordinating service recovery efforts in the case of transactional negative surveys, work with managers and leaders to create process improvements, and develop and administer Qualtrics-based employee recognition programs.
• Perform member journey maps.
• Assist lending management in developing KPIs to measure member experience and track results.
• Share results with management and employees, both within and outside of Lending.
• Develop guidelines and procedures for handling Qualtrics member experience survey results for all departments within the lending division.
• Participate in employee update meetings and attend manager’s meetings.
• Perform additional responsibilities as assigned.
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

• Bachelor’s degree in business and 5 years of progressive Lending experience
• Strong understanding of lending operational processes that impact member experience
• Strong commitment to satisfying member needs
• Advanced Microsoft Office skills, including Outlook, Word, Excel and Power Point
• Must be able to work closely with managers and staff at various levels in order to achieve results while striving for continuous improvement
• Strong organizational skills and the ability to manage multiple priorities
• Ability to analyze processes and suggest alternative methods for improvement, as well as develop KPIs to measure improvement 
• Leverage strong verbal and written communication skills to describe findings and tactics for improvement.  

• Strong understanding of lending processes
• Ability to work independently with minimal supervision

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.