Supervisor Consumer Loan Servicing

Job Description

JOB INFORMATION

Title:

Supervisor Consumer Loan Servicing

Officer Title:

Grade:

25

FLSA Classification:

Exempt

Date Last Edited:

5/24/2023

Reports To:

Manager Consumer Loan Servicing Processing

Department:

Consumer Lending Operations

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=621

PRIMARY FUNCTION

Supervise the daily operations and staff related to the closing and servicing of home equities and the servicing of consumer loans. Coordinate the workflow for assigned personnel, set deadlines, ensure procedures are compliant and followed and review the servicing area processes and procedures for continuous improvement.

•

Supervise the daily functions and staff responsible for closings of home equity loans and servicing of home equities and consumer loans.

•

Provide supervision, coaching, training, development, and performance evaluations of staff. Handle all human resource needs of department’s employees. Measure and coach staff in regards to productivity, quality, sales and goals.  Conduct regular department meetings, one on one meetings and training sessions.  Ensure team possesses a high level of individual accountability for delivering results within attainable deadlines and industry and regulatory standards. Interview and hire new staff as needed.

•

Responsible for resolution of member issues in a timely manner. Supervisor contributes to the process to ensure overall member satisfaction.

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Ensure HVCU liens are perfected on all collateral loans and valid insurance is properly in place for the life of the loan to minimize risk and liability. Ensure Lien Releases and home equity mortgage satisfactions are prepared within the allotted time frame required by state law. Ensure stock secured loans are continually collateralized.

•

Ensure proper record retention and that loan documentation is maintained and loans are being properly processed and serviced. Interact with the various external vendors that support servicing activities, for example: collateral protection, lien filing, tax monitoring and flood insurance.

•

Create and implement department procedures and staff developmental plans. Continuously review and update procedures and forms for compliance and accuracy. Implement necessary changes to improve efficiencies for the effectiveness of the department and disseminates information to staff.

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Responsible for coordination of Consumer Loan Servicing daily, weekly, monthly, quarterly, annual and year end reports. Works with vendors and other areas as needed to ensure proper system servicing functionality.

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Ensure compliance with Credit Union policies and procedures as well as federal and state regulatory requirements.  Perform research and responds to internal audit and external audit requests.

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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.

•

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

Associate’s Degree

X

Minimum 2 Years

Consumer, direct and indirect, and/or residential mortgage servicing

X

Minimum 1 Year

Lease servicing

X

Supervisor experience, preferably in the lending environment

X

•

Ability to effectively supervise staff and projects.

•

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

•

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

•

Ability to understand and apply basic mathematical concepts.

•

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

•

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

•

Intermediate proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, etc.)

•

Working knowledge of MS Word, Excel, Outlook and PowerPoint.

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

50

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

WORK ENVIRONMENT

•

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

•

May experience occasional job stress in response to job demands.

•

High energy, high impact atmosphere.

•

There are no significant hazardous conditions.

View Competencies

Service Request Management Process

Knowledge of and ability to apply the processes, activities and tools associated with managing customer requests.

Level 3

1. Receives, verifies and dispatches the full spectrum of service requests.

2. Defines the processes and activities for handling non-standard or unsupported service requests.

3. Works with design and development of service request process flow and templates.

4. Employs alternative methods for verifying and prioritizing service request completion.

5. Researches new tools and techniques for monitoring service gaps and improving effectiveness.

6. Discusses the process and associated costs for different types of requests.

Leadership

Leads people towards meeting the organization’s vision, mission, and goals. Provides an inclusive workplace that fosters diversity, development, teamwork and continuous improvement.

Level 1

1. Coaches others regarding professional commitment and assumption of accountability.

2. Demonstrates active listening. Supports constructive resolution of conflicts in a timely manner. 

3. Documents knowledge that can be transferred to other groups. Shares information to gain commitment and understanding in achieving objectives.

4. Promotes collaboration and champions behaviors that inspire cohesiveness and move the organization to reach a vision.

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

Service Excellence

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

Level 2

1. Creates a positive team environment by celebrating successes and driving excellence.

2. Dedicates required time and energy to assignments or tasks to ensure that no aspect of the work is neglected; works to overcome obstacles to completing tasks or assignments.

3. Effectively communicates the connection between culture and the business strategy.

4. Implements effective strategies and activities that promote long term customer loyalty.

5. Inspires and strives for excellence in all aspects of work including setting high performance goals for oneself and others.

Results Driven

Drives critical activities to completion. Meets organizational goals and customer expectations.

Level 1

1. Clearly communicates expectations and what results look like. Uses ongoing communication and feedback to promote team motivation to achieve objectives.

2. Complies with specific policies or practices based on laws or regulations governing these practices.

3. Effectively navigates and utilizes formal and informal communication and decision-making channels.

4. Gives honest, timely feedback, including difficult discussions about taking ownership for one's decisions, actions and results.

5. Identifies barriers to goal achievement and provides necessary tools, resources, and development to overcome obstacles.

Resiliency

Adapts positively to changing environments in order to achieve business results.

Level 1

1. Celebrates incremental success in creating change and assists others in seeing the role they can play in transforming the organization.

2. Leverages intellectual curiosity to remain current and prepare for potential change.

3. Open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles.

4. Perceives, assesses and helps manage the emotions of self and others while simultaneously exhibiting drive and commitment to results.

5. Recovers quickly from setbacks and maintains composure under stress.

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.