LendKey, a financial technology firm and a leader in "lending-as-a-service" solutions, improves lives by making lending simple for credit unions, community banks, and their customers. LendKey partners with community-based financial institutions helping them to digitally originate loans, and to buy and sell loans with other financial institutions and fintechs.

LendKey's digital lending networks have empowered over 350 financial institutions to offer competitive education and home improvement loan programs and increase their digital presence across various customer acquisition channels. LendKey services more than $2.8 billion in consumer loans and has helped our financial institution clients deploy more than $6 billion in loans since 2009.

Consumer loan servicing efforts on behalf of our credit union and bank clients are a critical component of LendKey’s business. The loan servicing team is responsible for providing exceptional support to borrowers, conducting loan account maintenance activities, and collecting monthly payments.  The Supervisor of Loan Servicing supports this effort, playing a key role in company growth and success by enabling the team to deliver high-quality and engaging customer experiences. 

 What You’ll Be Doing

• Manage and direct the daily activities of Loan Servicing Specialists; ensure Loan Servicing Specialists understand and comply with all call center objectives, performance standards, policies, state/federal regulations, and procedures
• Monitor the call queue, track inbound and outbound calls & ensure staffing requirements support call volume
• Monitor and evaluate agent performance including learning, coaching, and corrective action, if necessary
• Answer Loan Servicing Specialist questions regarding best practices or difficult calls
• Resolve escalated customer complaints and questions
• Provide ongoing training to Loan Servicing Specialists regarding the business or new team processes
• Identify troubled loans, operational gaps & customer issues along with suggestions for possible improvements
• Provide both inbound and outbound call support during busy times
• Work with other supervisors and management team members to support agents and maximize customer satisfaction
• Identify and escalate urgent matters to the Manager of Loan Servicing
• Participate in the recruitment, interview, and hiring process of Loan Servicing Specialist candidates
• Review and provide feedback on the onboarding training materials
• Motivate and encourage Loan Servicing Specialists through positive communication and feedback
• Maintain in-depth working knowledge of LendKey’s loan products and systems
• Support the confidentiality and security of borrower information
• Collaborate with internal departments regarding projects as needed

What we’re looking for:

• Bachelor’s degree in Business (or Management) preferred
• 1+ years Experience as a Team Lead, Supervisor, or Manager in a call center environment required
• 1+ years Experience in Loan Servicing or Loan Collections required
• Proficiency with technology, especially computers and software applications required 
• Exceptional verbal and written communication skills
• Ability to coach, train, and motivate employees
• Excellent problem-solving, decision-making, leadership, and customer service skills
• Ability to adapt and perform in a fast-paced environment
• Performs well under pressure
• Ability to build effective relationships with all levels and work in a team-oriented environment
• Must be able to work in our Cincinnati Office as required 

About Us

LendKey delivers high-quality consumer loans directly to financial institutions through its digital lending-as-a-service model and indirectly through ALIRO by LendKey, an innovative deal network designed to enable financial institutions to buy, sell, and broker loans. The platform delivers the technology, servicing, and support that financial institutions need to establish a strong digital presence, acquire loans for their balance sheets, and build lifetime relationships with their partners and consumers. Lenders optimize their offerings by drawing upon LendKey’s fintech platform for demand generation, online loan decisioning, loan origination, loan servicing, compliance expertise, risk analytics, and proprietary balance sheet options. LendKey currently services more than $2.8 billion in loans and has helped community-capital providers deploy more than $6 billion in loans since 2009. Visit Lendkey.com for more information.

LendKey is an equal opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other basis prohibited by applicable state or federal law. LendKey offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process due to a disability, please let us know at HR@lendkey.com.

LendKey Employees:  You must be in your current role for 6+ months before applying. You are responsible for communicating to your current manager which internal role(s) you are applying for. This ensures clear communication for everyone involved in the hiring process, and a smooth transition should you be offered and accept a new position.