Lending Experience & Systems Specialist

Lake Michigan Credit Union; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Weekly pay

Health coverage

Dental

Vision

HSA match

Paid parental leave

Tuition reimbursement

Job summary

Lake Michigan Credit Union is seeking a Lending Experience & Systems Analyst to manage day-to-day lending platforms, CRM journeys, data, and content. You will collaborate with lending, marketing, operations, and technology teams to ensure a seamless member experience across all lending products.

The role emphasizes operational excellence, platform maintenance, and providing guidance to internal users to optimize adoption and efficiency.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 3–5 years CRM administration, data analysis, or systems support.
• Experience in financial services, banking, or lending is a plus.

Responsibilities

• Administer and maintain CRM and lending platforms, including user management and access control.
• Monitor data flows and CRM integrations; troubleshoot with internal/external partners.
• Triage and resolve system requests; document issues and resolutions.
• Support internal users to improve adoption and effective use of lending tools.
• Build and maintain CRM journeys; test journeys across channels and segments.
• Coordinate updates to CRM content and assets with branding and compliance.
• Generate recurring reports; analyze lending journey engagement and usage.
• Identify recurring issues and opportunities for process improvement.
• Maintain journey logic to support member growth and product awareness.

Skills

CRM administration

Data analysis

Stakeholder communication

Operational excellence

Education

Bachelor's degree in Business, Marketing, Information Systems, Communications, or related field

Tools

CRM platforms

CRM software

Job description

Primary Location: Grand Rapids, MI; Tampa, FL; or Naples, FL

Employee Status: Full-Time

Workplace Type: Hybrid

Who we are:

At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.

About this 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.

What you'll do:

• 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.

What you'll bring:

• 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.

What you'll get:

• All Employees: weekly pay and retirement savings options.
• Full-Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.

To see a full list of our benefit offerings, check out this helpful guide!

LMCU is an Equal Opportunity Employer

Lake Michigan Credit Union is fundamentally different than a bank, both in our structure and mission.

Our goal has always been to do what is best for our members.

This approach guides every decision we make and every service we offer.

As a credit union, our goal isn’t to generate profits for shareholders, it’s to improve the lives of our members.

LMCU is consistently rated in the top ten in the nation for Return of the Member by Callahan & Associates, meaning we give back more to our members in the form of higher rates when they save and lower rates when they borrow.

At LMCU, the emphasis on delivering real value to our members has been job one, since day one.

As one of the largest credit unions in the nation for several years running, LMCU has earned many awards and accolades such as inclusion as one of the 101 Best and Brightest Companies to Work For Nationally and being recognized by Forbes as a Great Place to Work.

As an employee, you'll enjoy a stimulating, professional atmosphere, supported by the latest technology, training, and development.

We recognize that a healthy balance between work, home life, and play is essential to our employees and our success.

We offer a friendly, respectful and inclusive work environment, fun employee activities and rewarding community involvement opportunities.

You'll love working here at Lake Michigan Credit Union!

LMCU is an Equal Opportunity Employer