Indirect Lending Account & Service Manager

Job Description

JOB INFORMATION

Title:

Indirect Lending Account & Service Manager

Officer Title:

Grade:

26

FLSA Classification:

Exempt

Date Last Edited:

4/16/2025

Reports To:

Director Indirect Consumer LendingOrigination

Department:

Lending Origination

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=1113

PRIMARY FUNCTION

Responsible for managing and servicing indirect loan accounts while driving sales growth through strong relationship management with dealerships and lending partners. This role serves as a key point of contact for partners and borrowers, providing exceptional customer service, resolving account-related inquiries, and ensuring compliance with lending policies and regulations. Additionally, the representative actively promotes loan products, identifies opportunities to increase loan volume, and works to expand partnerships to drive business growth. The role also includes monitoring loan performance and supporting operational efficiency in the indirect lending program.

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Build and maintain strong relationships with auto dealerships and other lending partners.

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Serve as the main point of contact for dealers regarding loan programs, policies, and account services.

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Provide guidance on loan application processes, approval requirements, and funding timelines

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Actively promote indirect lending products and services to dealerships and lending partners.

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Identify opportunities to increase loan volume and expand dealer participation.

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Develop and execute strategies to meet or exceed sales and funding goals.

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Work closely with dealerships to understand their financing needs and offer tailored solutions.

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Address and resolve account disputes, loan servicing concerns, and escalated issues in a timely and professional manner.

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Educate dealerships and borrowers on loan terms, conditions, and servicing options.

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Ensure a seamless experience for lending partners by proactively identifying and resolving potential roadblocks.

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Prepare reports on account performance, dealer engagement, and loan servicing metrics.

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Track key financial data, such as loan volume, approval rates, and funding efficiency.

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Identify trends and areas for process improvement in indirect lending operations.

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Assist in training dealership staff on system navigation and loan program guidelines.

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Ensure a smooth workflow between dealerships, lenders, and internal departments.

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Work closely with acquisition manager to engage dormant dealerships and identify new dealer partners.

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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.

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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.

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Responsible for regular and predictable attendance including punctuality.

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

X

Associate’s Degree or at least 2 years equivalent experience for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of experience.

X

Valid Driver's License

X

Minimum 3 Years

Retail experience or experience in the Indirect Lending industry, including but not limited to loan application, loan granting and a working knowledge of regulations governing financial institutions.

X

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Ability to communicate effectively with internal and external customers in person, and via telephone and email, as well as effectively communicate with management.

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Ability to multi-task and handle varying deadlines within a fast paced work environment.

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Ability to understand and apply basic mathematical concepts.

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Advanced verbal, written and presentation skills.

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

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Must be able to competently use computer programs such as Word, Excel, PowerPoint and Sage ACT, as well as all relevant software programs utilized by HVFCU.

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

Work extended hours, including evenings, weekends, and holidays as needed

WORK ENVIRONMENT

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Typically the noise level in the work environment is low to moderate.

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May experience occasional job stress in response to job demands.

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High energy, high impact atmosphere.

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There are no significant hazardous conditions.

View Competencies

Data Gathering and Reporting

Knowledge of and ability to utilize tools, techniques and processes for gathering and reporting data in a particular department or division of a company.

Level 2

1. Participates in projects to gather data for needs analysis.

2. Customizes data fields to meet clients' needs.

3. Interprets and explains results of a data-gathering initiative.

4. Assesses common problems and obstacles surrounding data-gathering.

5. Detects and summarizes patterns in data and findings by producing simple reports.

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 2

1. Accepts new or radical ideas with an open mind; avoids snap reactions.  2. Adjusts to new or changing assignments, processes, and people.  3. Demonstrates ability to successfully manage multiple tasks and priorities.  4. Demonstrates willingness to listen to other opinions.  5. Identifies and considers alternative approaches to situations or problems.

Work Standards

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

Level 2

1. Documents how results were obtained to support knowledge transfer and best practices.  2. Helps others drive tasks to completion as appropriate.  3. Holds self and others accountable for delivering on all commitments.  4. Identifies actions necessary to achieve task completion and to obtain results. Meets schedules, deadlines, and performance goals.   5. Recognizes the need for assistance and secures additional resources as needed. Escalates issues and unusual findings that could have an adverse impact on the business.  6. Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to role.

Account Management

Knowledge of account management practices, tasks, and tools and ability to provide services and support to key clients.

Level 2

1. Provides account management support to a specific customer or account.

2. Uses proper resources for the day-to-day support of existing clients.

3. Analyzes the sales history and current activity for a specific account.

4. Coordinates with internal support functions to meet unique client needs.

5. Participates in orchestrating and coordinating a team sale.

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.