Servicing Supervisor, Consumer Lending Experience Dutch Point Credit Union, Inc. Wethersfield, CT Job Details Full-time $31 - $37 an hour 6 hours ago Benefits Free parking Paid holidays Health insurance Dental insurance Tuition reimbursement Paid time off Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Interpersonal skills High school diploma or GED Team development Business Associate's degree Full Job Description Servicing Supervisor, Lending Experience Dutch Point Credit Union | Full-Time | Hourly $31.00-$37.00 Reports to: Lending Experience Manager Service Supervisor, Lending Experience Dutch Point Credit Union | Full-Time Reports to: Lending Experience Manager - pending validation

The Opportunity:

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 Windmill, 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 Windmill responses, 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. Final education requirement to be validated. 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. Work Environment This is a full-time 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. Final work location and work arrangement should be confirmed through People & Culture before posting. 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 Work Environment /

Schedule:

Centralized Lending Experience processing in a standard office environment; Dutch Point Credit Union is an equal opportunity employer. This full time position offers full benefits package, Health/Dental/Vision, matching 401K, paid Holidays, Vacation, Sick. Free Parking, and more! If your values align with ours and you are ready to make a positive impact within our organization and our membership, we would like to speak with you! Please apply today!

EDUCATE / SERVE /DELIGHT

Our Brand Values Commitment - Contributing to the betterment of the credit union and committing to the growth of our members, co-workers and ourselves. Courage - The ability to face and push through challenges that may be outside of our comfort zone. Displaying the willingness to accept, lead and direct change. REspect - Being thoughtful; to listen to others and consider the effects of words and actions on co-workers and members. Social Responsibility - Through outreach efforts and partnerships, we promote and advocate for activities that positively impact our communities. Transparency - We provide truth and clarity in how we conduct business to build strong life-long relationships. Dutch Point Credit Union -Your vision/ our guidance

Job Type:

Full-time Pay:

$31.00 - $37.00 per hour

Benefits:

401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance

Work Location:

In person