LendKey is a pioneer in digital network lending, empowering more than 400 credit unions and community banks nationwide. With over $8 billion in originated loans and $3.4 billion in serviced assets, we provide an integrated platform combining technology, operations, compliance, and capital markets access to help financial institutions compete in the digital age.

The Loan Servicing Department holds a pivotal role in supporting our customers by providing timely information on loan applications and educating potential borrowers about our products. They are dedicated to cultivating deep and enduring customer relationships. As a leader of the Loan Servicing team, you will be instrumental in driving company growth and success, empowering the team to deliver exceptional and immersive customer experiences.

The Operations Technology Manager oversees the configuration, maintenance, and optimization of loan servicing and customer engagement platforms, including LoanPro, Five9, LivePerson, IVR systems, and workforce management tools. This role ensures systems are reliable, compliant, and aligned with business workflows while leveraging data-driven insights to enhance performance and the borrower experience. The manager partners cross-functionally with IT, Operations, Compliance, Data, HR, and Risk teams to support integrations, forecasting, and regulatory adherence, including FDCPA and other applicable laws. Additionally, this role troubleshoots system issues, manages digital engagement and call routing tools, provides training and documentation, and identifies opportunities to automate processes, improve efficiency, and scale servicing operations.

What You’ll Be Doing:

• Configure and maintain loan servicing platforms, including loan products, workflows, and compliance rules
• Partner with IT and data teams to support system integrations and ensure accurate, reliable data flow
• Manage contact center technology, including dialer configuration, call routing, agent setup, and campaign execution
• Oversee digital engagement tools (chat, messaging) to support effective borrower communication and servicing workflows
• Monitor and optimize IVR systems to enhance self-service capabilities and improve call routing efficiency
• Collaborate with Operations, HR, and Risk to support workforce forecasting and scheduling alignment
• Troubleshoot system issues and coordinate with vendors to drive timely resolution and minimize disruption
• Maintain clear system documentation and provide training to ensure effective platform utilization
• Ensure compliance with data security standards and regulatory requirements, including FDCPA and applicable laws
• Identify and implement opportunities to streamline processes, improve performance, and enhance the customer experience
• Prioritize competing initiatives effectively and escalate critical issues as needed

What we’re looking for:

• Bachelor’s degree; relevant experience managing or supporting loan servicing platforms, operational systems, or fintech applications may be considered in lieu of a degree
• 10+ years’ experience in loan servicing or financial services technology
• Hands-on experience working on loan servicing system, dialer, AI, call monitoring, and IVR platforms
• Familiarity with WFM tools such as NICE, Verint, or Genesys
• Strong analytical and communication skills
• Excellent problem-solving, decision-making, leadership, and customer service skills
• Ability to adapt and perform in a fast-paced environment
• Maintains strong performance in high-pressure situations
• Ability to build effective relationships with all management levels and work in a team-oriented environment

Culture and Mindset:

A genuine passion for delivering exceptional customer experiences and supporting team success

Strong alignment with LendKey’s core values:

• Truthful – acting with honesty and integrity
• Helpful – supporting teammates, clients, and customers
• Present – engaged, accountable, and committed
• Driven – motivated to make a meaningful impact
• Diligent – thoughtful, detail-oriented, and reliable in execution

Why Join LendKey?

• Welcoming Environment: Work from our modern Blue Ash office, just steps from Summit Park, with the ability to work remotely.
• Growth & Opportunity: Be part of a company that values professional development and encourages new ideas.
• Community Impact: Join a team that supports local communities and social responsibility.
• Creative & Transparent Culture: An open, collaborative environment that values innovation and honest communication.
• Comprehensive Benefits: Medical, dental, vision, and additional wellness coverage for your overall well-being.
• Unlimited PTO: Flexible time off to support work-life balance.
• Stock Options: Opportunity to share in the company’s growth and success.

What We Do:

LendKey offers a comprehensive digital platform for private student loans, student loan refinancing, and home improvement loans, allowing community-based financial institutions to expand their portfolios and serve more borrowers without increasing infrastructure. Through our ALIRO platform, lenders can efficiently participate in, buy, and sell loans, streamlining portfolio diversification and capital deployment. For financial institutions, LendKey provides turnkey solutions that include:

• End-to-end loan origination and servicing expertise
• Seamless access to a national network of lending partners
• Advanced risk mitigation and compliance support
• Opportunities to efficiently deploy capital and diversify portfolios

For borrowers, LendKey delivers:

• Access to affordable, competitive student loan products from trusted local lenders
• A simple, transparent digital application and servicing experience
• The benefits of community-focused lending with the convenience of modern technology

LendKey’s network lending model empowers both lenders and borrowers, bridging the gap between local values and national reach.

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. Visit Lendkey.com for more information.

The full-time base salary range for this role in the United States is between $120,000- $150,000 + bonus + equity + benefits. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as market job location, job-related knowledge, skills, and experience as evaluated throughout the interview process. Your recruiter can share more about the specific pay range for your location during the hiring process.