Consumer Loan Servicing Team Leader 

Job Description

JOB INFORMATION

Title:

Consumer Loan Servicing Team Leader 

Officer Title:

Grade:

17

FLSA Classification:

Non-Exempt

Date Last Edited:

4/20/2023

Reports To:

Supervisor Consumer Loan Servicing

Department:

Consumer Lending Operations

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=864

PRIMARY FUNCTION

Monitor the department reports, incoming emails, and Consumer Loan Servicing service event queue.  Assign team members specific duties to maximize productivity and meet turnaround goals. Responsible for the specialized servicing required for Home Equity Flood Escrow Accounts and Commercial loans.  Handle member escalations in the absence of the Consumer Loan Servicing Supervisor or when requested by Lending Management and other duties as assigned. 

•

Oversee 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 service event queue by assigning events to Servicing staff and other support departments as needed.  This also includes the reassignment of service events to support departments that have been deemed unnecessary. 

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Perform the quality control and audits of key servicing activities and report findings to Consumer Loan Servicing Supervisor. 

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Responsible for the review and reconciliation of assigned Consumer Loan Servicing General Ledger Accounts. 

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Responsible for partnering with the Consumer Loan Servicing Supervisor to ensure timely processing of the monthly employee loan maintenance reports from Human Resources.  

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Assist the Supervisor of Consumer Loan Servicing with reviewing all SCRA maintenance completed by the Consumer Loan Servicing Specialist II’s.  Assist with the monitoring of received SCRA requests and ensure they are completed promptly.  Process the quarterly SCRA log audit.   

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Assist Supervisor with reviewing, documenting, and approving home equity insurance claims and endorsing claims checks within authority.

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Maintain knowledge; provide training and procedural support while ensuring regulatory compliance to all Consumer Loan Servicing employees and serving as back-up to the Consumer Loan Servicing Supervisor.

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Oversee all functions pertaining to Home Equity flood escrow accounts including compliance, payments and annual escrow analysis statements.

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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 HVFCU’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; or a current high school senior in possession of a certificate of satisfactory academic standing.  

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

Minimum 2 Years

loan servicing experience

X

Minimum 1 Year

leadership experience

X

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

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

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Advanced member service presentation skills

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Ability to understand and accurately apply basic mathematical concepts

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Must demonstrate strong analytical, communication, and interpersonal skills.

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Advanced verbal, written, and presentation skills.

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

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

Frequently

Manual dexterity required

Occasionally

Accommodate a flexible schedule to meet branch needs including evenings and weekends as well as providing coverage to other branch locations.

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate.

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

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There are no significant hazardous conditions.

View Competencies

OPERATIONS - BACK OFFICE

Knowledge of and ability to implement the practices, processes, technologies, and applications associated with banking transaction processing and records management.

Level 2

1. Works in one or more 'back office' operations departments.

2. Analyzes overall daily, weekly, monthly, and annual production requirements.

3. Implement operation workflow in accordance with specific business rules.

4. Assesses the performance of tools and equipment used in a specific operations area.

5. Explains major operations functions and their inter-relationships.

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.

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.

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.

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.