Senior Consumer Loan Servicing Specialist

Job Description

JOB INFORMATION

Title:

Senior Consumer Loan Servicing Specialist

Officer Title:

Grade:

17

FLSA Classification:

Non-Exempt

Date Last Edited:

7/22/2025

Reports To:

Supervisor Consumer Loan Servicing

Department:

Consumer Lending Operations

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=1142

PRIMARY FUNCTION

The Senior Consumer Loan Servicing Specialist is a subject matter expert responsible for handling the monitoring of the department reports, incoming emails, Consumer Loan Servicing queues, to assign work daily.  Will contribute to the process by training and is responsible for all post-funding monetary and non-monetary maintenance of home equities, small business, and consumer loans. Handle all telephone & service request inquiries to the Consumer Loan Servicing area. The Senior Consumer Loan Servicing Specialists will make process and procedure recommendations to improve efficiencies and assist with monitoring accuracy and efficiency of the team.  

•

Handle all service requests and perform necessary functions such as research, loan maintenance, transaction processing and reconstructions in response. This includes, but is not limited to, student loan maintenance, vehicle, small business and home equity lien satisfaction documents. Meet service request turnaround goals.

•

Responsible for all aspects of the collateral protection insurance program. In addition, pays hazard and force-placed insurance premiums from escrow account.

•

Ensure the Credit Union remains within regulatory compliance requirements by completing internal reports, vendor reports and reconciles various general ledger accounts.

•

Perform the completion of the daily tasks in Consumer Loan Servicing.  Notify the Consumer Loan Servicing Supervisor of any concerns/issues for further direction.

•

Monitor the Consumer Loan Servicing queues and assign tasks within the department as needed.

•

Maintain knowledge; provide training and procedural support while ensuring regulatory compliance to all Consumer Loan Servicing employees.

•

Train new Consumer Loan Servicing Specialists on department policies, systems and procedures.

•

Act as a resource and/or peer mentor for team members.

•

Monitor the department emails, reports, and/or provide system overrides to ensure timely responses.

•

Review the Quality Control findings for the staff and provide additional training and feedback as needed.

•

Handle member escalations in the absence of the Consumer Loan Servicing Supervisor or when requested by Lending Management.

•

Serve as back-up to the Consumer Loan Servicing Supervisor

•

Assist with system testing and new credit union offerings.

•

•

Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

•

Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

•

Responsible for regular and predictable attendance including punctuality.

High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate.

X

Notary Public

X

Minimum 3 Years

Customer service work history in a Credit Union or Financial Institution Loan Servicing experience

X

•

Ability to read, understand and interpret documents, procedures and policies.

•

Ability to work in a fast-paced environment and deal with a variety of internal/external customer and vendor situations.

•

Intermediate verbal, written and presentation skills.

•

Ability to understand and accurately apply basic mathematical concepts.

•

Ability to positively interact with the public.

•

Demonstrate initiative to solve problems and improve internal service using Lean concepts.

•

Demonstrate initiative to solve problems and improve service for both internal and external members

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

10

Occasionally

Travel outside of work location to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

Occasionally

Works rotating shifts as needed and has flexibility to work additional hours including nights, weekends and holidays as required.

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate.

•

May experience occasional job stress in dealing with difficult situations and/or high volume.

•

High energy, high impact atmosphere.

•

There are no significant hazardous conditions.

View Competencies

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 1

1. Anticipates and meets the needs of both internal and external customers. Delivers high quality service and is committed to continuous improvement.

2. Consults with management on modifying business processes to enhance service delivery. Monitors own work to ensure quality and apply feedback to improve performance.

3. Integrates core values into the way work is done and how relationships are conducted.

4. Possesses knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

5. Tailors communications based on others’ needs, motivations and agendas.

Flexibility and Adaptability

Adapts as needed; knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment.

Level 3

1. Helps others adapt to changing environments and accept new situations.  2. Identifies and elevates process improvements.  3. Leverages prior experience as a help towards handling changing situations.  4. Makes progress in an atmosphere of ambiguity and uncertainty.  5. Recovers from disappointments and setbacks.  6. Works effectively with unstructured teams, situations, or environments.

Work Standards

Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

Level 3

1.  Coaches others to develop effective techniques for producing expected results.  2. Confirms achievement and acceptance of results to ensure process closure.  3. Escalates unusual findings that could have an impact on future process cycles.  4. Mobilizes group to anticipate likely results expected in future process cycles.  5. Recognizes significant results in ways that sustain employee motivation to achieve.  6. Sets critical work standards and expectations for a group or unit.

Accountability

Focuses on those activities that have the greatest impact on meeting work commitments.

Level 3

1. Creates a team environment of accountability and commitment for reaching project goals.

2. Applies available tools and resources to work efficiently.

3. Develops and applies project selection and resource allocation criteria with the team.

4. Helps others to identify and work around problems that could impede progress.

5. Reinforces positive contributions and recommends adjustments for improving outcomes.

6. Documents knowledge that can be transferred to other groups.

Decision Making and Critical Thinking

Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

Level 3

1. Uses effective decision-making approaches such as consultative, command, or consensus.

2. Differentiates assumptions, perspectives, and historical frameworks.

3. Leverages experience in analyzing relevant data and assessing implications of alternatives.

4. Identifies decision options and points and predicts their potential impact.

5. Evaluates past decisions for insights to improve decision-making process.

6. Makes sure assumptions and received wisdom are objectively analyzed in decisions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.