Lending Experience Service Lead

Dutch Point Credit Union; Wethersfield (CT); On-site; USD 43,000 - 51,000; Full time

Job summary

Dutch Point Credit Union is seeking a Service Supervisor in Lending Experience to lead day-to-day Service across telephone and digital channels. The role coordinates work across queues, supports escalations, and ensures requests are routed and resolved with clarity and follow-through.

The ideal candidate brings hands-on leadership, experience in member service or lending operations, and a track record of coaching and creating clear service standards.

Qualifications

• Experience in member service or lending operations.
• Supervisory/leadership experience in frontline roles.
• Experience with digital banking platforms and secure messaging.
• Strong communication and confidentiality in financial services.

Responsibilities

• Lead day-to-day Service workflow across channels (secure messages, emails, calls).
• Manage triage, routing, escalation, and follow-through with validated expectations.
• Coach staff, provide feedback, and enforce accountability.
• Coordinate staffing, workloads, and cross-functional partnerships.

Skills

Frontline leadership

Coaching

Cross-functional coordination

Multichannel prioritization

Verbal & written communication

Education

High school diploma

Associate degree in business/finance

Tools

Digital banking platforms

Secure messaging

Contact-center tools

Lending/servicing systems

Job description

Dutch Point Credit Union is seeking a Service Supervisor in Lending Experience to lead day-to-day Service across telephone and digital channels. The role coordinates work across queues, supports escalations, and ensures requests are routed and resolved with clarity and follow-through.

The ideal candidate brings hands-on leadership, experience in member service or lending operations, and a track record of coaching and creating clear service standards.