Loan Administration Manager

Primary Responsibilities:

Applicant Stewardship (85%)

This role will work directly with applicants (potential borrowers) to explain and assist

them through the application process. This includes, but is not limited to:

• Answering phones and emails from applicants to answer their questions about loan products, eligibility, and the application process.
• Determine the eligibility of the applicant by implementing the application review process.
• Manage incoming applications in a Salesforce-based Loan Management System. Follow up with applicants to assist with completing applications and document submission. Work with the applicant to understand their financial needs and non-quantifiable factors. Work internally to communicate and advocate on a borrower's behalf.
• Follow up with borrowers to encourage successful loan repayment through phone calls, emails, and texts. Manage payments and loan completion in the database.

Competencies:

This work requires strong customer service skills, patience, understanding, attention to detail, and personal organization.

• HFLA is looking for someone with a passion for customer service.
• The ideal candidate will have some knowledge of the social safety net. HFLA receives referrals from community organizations and makes referrals to support the success of our borrowers.
• Someone who is patient and can work creatively to assist borrowers towards successful repayment ("compassionate collections").
• Someone who is able to make quick decisions and assess the eligibility of those inquiring about a loan. Eligibility is often based on nontraditional guidelines used as a nonprofit lender.
• Some experience tracking and managing process flow in a database.

Other Duties (15%)

Working as a team, the Program Department is responsible for all aspects of HFLA's lending cycle. We strive for a culture of teamwork and support, helping each other and helping our constituents.

Other Beneficial Skills:

Able to handle a fluctuating workload; Willingness to work occasional evenings/weekends; Solution-oriented/Problem-solving mentality; Willingness to learn.