Loan Servicing Supervisor, Lending Experience

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 creating a Service Supervisor role within Lending Experience to lead the day-to-day Service function across telephone and digital response channels. This working supervisor will help employees manage incoming member and branch needs, coordinate work across multiple queues, support escalations, and ensure requests are routed and resolved with clarity, accuracy, and consistent follow-through.

Why This Role Matters Now

Service demand reaches Lending Experience through multiple entry points—including secure messages, email, branch requests, transferred calls, direct incoming calls, and Processing calls that require triage. This role creates clear frontline ownership for coordinating that work while strengthening employee capability, service consistency, response discipline, and the member experience.

What You’ll Lead

• Day-to-day Service workflow across secure messages, emails, branch phone/email requests, transferred calls, and direct incoming calls.
• Processing-call triage, including appropriate prioritization, routing, escalation, and follow-through based on validated operating expectations.
• Service staff performance through clear expectations, coaching, feedback, accountability, training, and development.
• Queue and workload management, including daily prioritization, work allocation, service coverage, and response expectations.
• Escalated member and internal-partner requests that require additional judgment, research, coordination, or ownership.
• Quality, documentation, compliance, authentication, confidentiality, and risk-control expectations across Service work.
• Cross-functional coordination with Processing, Servicing, branches, Digital, Accounting, Loss Mitigation, and other Lending Experience partners.
• Service improvement through monitoring of volumes, response times, quality, workflow friction, and recurring member or partner needs.

First-Year Priorities

• Establish clear daily workflow, ownership, routing, and escalation routines across the Service function’s incoming channels.
• Clarify and implement the Processing-call triage process, including decision authority, routing rules, and follow-through expectations.
• Create consistent service and quality expectations for Service staff and reinforce them through coaching, feedback, and performance accountability.
• Strengthen staffing coverage and cross-training so service levels can be maintained across changing volumes and priorities.
• Improve visibility into service demand, response times, backlog, quality, and recurring issues so the team can make practical improvements.
• Strengthen handoffs and coordination across Service, Processing, Servicing, branches, and other Lending Experience partners.

Who Thrives in This Role

The successful candidate is a hands-on people leader who enjoys bringing structure to a fast-moving service environment. This person can balance member needs, employee support, competing queues, quality, and operational requirements while staying calm, clear, and accountable. They are comfortable coaching in the flow of work, making sound routing and escalation decisions, and partnering across teams to move issues to resolution.

What You’ll Bring

• Strong frontline leadership with the ability to set expectations, coach employees, provide feedback, and reinforce accountability.
• Experience managing competing service demands, prioritizing work, and maintaining effective coverage across multiple channels.
• Clear verbal and written communication and the ability to make lending or servicing information understandable for members and internal partners.
• Sound judgment, problem solving, accuracy, confidentiality, and follow-through in a regulated financial-services environment.
• Working knowledge of consumer lending and servicing processes sufficient to triage requests and coordinate the right resources.
• Comfort using service, quality, volume, and workflow information to guide daily decisions, coaching, and improvement.

Qualifications

• High school diploma or equivalent required; associate’s degree in business, finance, or a related field preferred.
• Relevant experience in member service, lending, loan servicing, contact center/service-center operations, or a comparable financial institution environment.
• Supervisory, team-lead, coaching, or people-leadership experience appropriate to a frontline supervisor role; exact minimum experience to be validated.
• Credit union or financial institution experience preferred.
• Experience with digital banking platforms, secure messaging, contact-center/service tools, and lending or servicing systems preferred.

This is a full-time, in person, Lending Experience position supporting a multi-channel Service function. The role primarily uses telephone, computer, digital banking, secure messaging, email, lending/servicing, and reporting tools. Schedule flexibility may be required based on service hours, staffing needs, training, or business priorities.

About Dutch Point Credit Union

Dutch Point Credit Union is committed to serving members with care, clarity, and trusted guidance while creating a strong, values-based workplace for employees. This role will help strengthen the leadership, coordination, and service discipline needed to give members and internal partners a responsive, consistent Lending Experience.

Work Location: Dutch Point Corporate Office, 195 Silas Deane Highway, Wethersfield, CT

Employment Type: Full-time

Salary Range: $31.00 - $37.00 per hour

Work Environment / Schedule: Centralized Lending Experience servicing in a standard office environment.

Dutch Point Credit Union is an equal opportunity employer.