Loan Collections Specialist

About the role

The Loan Collections Specialist assists borrowers and cosigners in resolving outstanding loan debt through proactive outreach, payment negotiations, and exceptional customer service. This role focuses primarily on outbound communication to past-due borrowers to establish payment arrangements, process collections, and support borrowers in finding appropriate solutions.

Responsibilities

• Conduct outbound collection calls to borrowers and cosigners on past-due accounts
• Negotiate and establish payment arrangements that align with both borrower capability and company policy
• Counsel borrowers with professionalism and confidence to help them understand repayment options
• Absorb and resolve delinquent loan balances through cash collections or forbearance when appropriate
• Demonstrate in-depth knowledge of loan products, systems, and collections processes
• Maintain confidentiality and security of borrower information at all times
• Problem-solve and perform due diligence to ensure compliance with all federal and state regulations, including the Fair Debt Collection Practices Act and bankruptcy laws
• Accurately document all collection activity, borrower communications, and account updates in the system
• Collaborate with internal teams to resolve borrower concerns and ensure a seamless customer experience
• Maintain and meet or exceed established daily, weekly, and monthly performance goals for collections, quality, and customer engagement

Requirements

• Proven ability to counsel, problem-solve, and negotiate effectively with confidence and professionalism
• Excellent verbal communication and active listening skills
• Strong attention to detail and accuracy in documentation and record-keeping
• Ability to adapt to changing priorities and work in a fast-paced, goal-oriented environment
• Courteous, empathetic, and positive attitude when dealing with challenging conversations
• Previous experience in collections, loan servicing, or customer support is preferred but not required
• Strong math skills
• One year of customer service experience preferred
• Proficiency with computer systems and Microsoft suite, with the ability to navigate multiple systems

Qualifications

• High school diploma or equivalent
• Experience in collections, loan servicing, or customer support is preferred but not required

Skills

• Outbound calling and negotiation skills
• Customer service and problem-solving abilities
• Attention to detail and accuracy in documentation
• Ability to work in a fast-paced, goal-oriented environment
• Strong math skills

Benefits

• Monthly bonus up to $800
• Comprehensive medical, dental, vision, and life insurance benefits
• 21 days of paid time off
• Paid training

Pay

$20/hour starting, plus an additional $1 per hour when working closing shifts

Schedule

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

Why work for us?

• 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 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.

Culture & Mindset

We are 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.

What We Offer

• 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