Copy of Loan Servicing Specialist, Customer Service

Description

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.

Responsibilities

• Primarily handle inbound customer service calls for our loan products.
• Provide exceptional customer service while guiding borrowers and cosigners through inquiries, payments, and payoff requests.
• Demonstrate in-depth knowledge of loan products, systems, and procedures.
• 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.
• Maintain performance goals, deadlines, and quality objectives.
• Participate in departmental projects and continuous improvement initiatives as needed.

Requirements

• 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.
• Able 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.
• One year of customer service experience preferred.
• Proficiency with computer systems and Microsoft suite.

Benefits

• Compensation starting at $20/hour, with 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.

Culture & Mindset

We're looking for people who care deeply about delivering strong outcomes for customers and supporting their teammates. LendKey was recognized as a 2026 Cincinnati Top Workplace by The Cincinnati Enquirer based on employee feedback. You'll be successful here if you align with how we work: Truthful – act with honesty and integrity, Helpful – support teammates, clients, and customers, Present – show up engaged, accountable, and committed, Driven – motivated to make an impact, Diligent – thoughtful, detail-oriented, and reliable.

About the Company

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, advanced risk mitigation and compliance support, and 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, and 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.

Company Culture

We are 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.

Contact Information

Visit Lendkey.com for more information.