LendKey, a financial technology firm and 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.

The Loan Servicing Specialist is responsible for providing top-tier customer service and support throughout the lifecycle of a loan. This role focuses on assisting customers with inquiries related to payments, refunds, and general account maintenance through inbound calls, with potential communication through email and chat. The ideal candidate will demonstrate professionalism, empathy, and strong problem-solving skills while ensuring compliance with all federal and state regulations.

Compensation:

• Starting at $18.25/hour
• An additional $1 per hour when working closing shifts
• Monthly bonus up to $800

Location:

• Hybrid work week
• Monday – Wednesday in Blue Ash office
• Thursday – Friday option to work from home

Why work for us?

We have a lot to offer those who are looking to take the next step in their career, including:

• Opportunity to join a growing fintech
• Creative and transparent company culture
• Growth potential
• Comprehensive medical, dental, vision, and life insurance benefits
• 21 days of paid time off
• Paid training

What You’ll Be Doing:

• Primarily handle inbound customer service calls for our loan products. Providing exceptional customer service while guiding borrowers and cosigners through inquiries, payments, and payoff requests.
• Demonstrate in-depth knowledge of loan products, systems, and procedures. Providing individualized, supportive, and trustworthy customer care.
• Maintain confidentiality and security of borrower information.
• Accurately record and document customer interactions and account updates.
• Track and report recurring client issues, lending trends, and system challenges.
• Problem-solve and perform due diligence functions to ensure compliance with all federal and state regulations, including the Fair Debt Collection Practices Act and bankruptcy laws.
• Collaborate with internal departments to ensure timely resolution of customer concerns.
• Meet or exceed daily, weekly, and monthly performance goals, deadlines, and quality objectives.
• Participate in departmental projects and continuous improvement initiatives as needed.

What We’re Looking For:

• Proven ability to deliver outstanding customer service and handle sensitive borrower inquiries
• Excellent verbal and written communication skills
• Proficiency with computer systems and Microsoft suite, with the ability to navigate multiple systems
• Strong problem-solving skills and the ability to think critically under pressure
• Adaptable, team-oriented, and able to thrive in a fast-paced environment
• Ability to manage multiple priorities and maintain accuracy and attention to detail
• Courteous, professional, and positive demeanor
• Prior financial or loan servicing experience is helpful but not required
• 1 year of customer service experience preferred
• Proficiency with computer systems and Microsoft suite

Culture fit:

Strong desire to work for a mission-based organization that emphasizes the importance of providing exceptional customer service and is aligned with our core values: Truthful at all times; Helpful to teammates, clients, and customers; Present, committed & engaged to their teams and work; Driven to be courageous to make an impact; and Diligent & conscientious in executing every element of work.

LendKey is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of 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.

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 decisioning, loan origination, loan servicing, compliance expertise, risk analytics, and proprietary balance sheet options. LendKey currently services more than $2.7 billion in loans and has helped community-capital providers deploy more than $6 billion in loans since 2009. Visit Lendkey.com for more information.