Loan Servicing - Collection Supervisor

LendKey Technologies•Blue Ash, OH

30d

About The Position

LendKey Technologies, Inc. is a pioneer in digital network lending, dedicated to simplifying the lending process for both financial institutions and borrowers. With more than 15 years of experience, LendKey has facilitated more than $7 billion in loans through hundreds of credit unions and community banks nationwide. Our mission is to empower local lenders with innovative, reliable technology that upholds community values while enabling access to national markets. The Collections team plays a critical role in supporting our customers by ensuring effective communication regarding their loan obligations and payment solutions. Their commitment to exceptional customer service helps build strong, lasting relationships while maintaining the integrity of our collections process. As a leader of the Collections team, you will drive company success by empowering staff to deliver compassionate, solution-oriented service that maximizes recovery rates and upholds high standards of customer care. We are looking for an energetic and driven leader to manage a high-performing collections team in a regulated financial services setting. The Collections Supervisor, reporting to the Loan Servicing Manager, will play a pivotal role in maintaining an effective and consistent debt collection process. By leveraging their expertise in staff management, credit policies, and loan collections, the Supervisor will develop and implement strategies and procedures that boost team productivity. This role requires a leader who pairs exceptional customer service with strategic thinking to maximize recovery rates, minimize delinquencies, and foster strong working relationships.

Requirements

High school diploma required; Bachelor’s degree in Business, Finance, or a related field preferred—relevant experience may be considered in lieu of a degree.
Minimum 3 years in collections with at least 1 year in a leadership role within financial services.
Strong understanding of collection laws, call center operations, and regulatory compliance.
Exceptional negotiation, communication, leadership, and conflict resolution abilities; proficiency in CRM systems, dialer technology, and Microsoft Office Suite.
Strong analytical skills to assess financial data and trends.
Ability to thrive in a fast-paced environment, manage competing priorities, and drive results through data-driven decisions. Ability to work under pressure and meet deadlines.
Experience with performance management tools and KPI dashboards.
Advanced Excel skills for reporting and analysis.
Familiarity with automated dialer systems and call recording platforms.

Responsibilities

Lead and Develop Teams: Oversee a team of collection agents, offering coaching, mentoring, and continuous training to enhance skills and engagement.
Performance Management: Track key performance indicators such as call volume, recovery rates, QA scores, and agent productivity; drive action plans to meet and exceed targets.
Compliance & Risk: Ensure strict adherence to all applicable federal and state regulations (including FDCPA) and internal compliance standards.
Customer Resolution: Manage escalated cases with a focus on professionalism, balancing customer needs with organizational goals.
Strategic Execution: Create and execute strategies to enhance collection efficiency, lower delinquency rates, and streamline workflows.
Cross-Functional Collaboration: Work closely with Compliance, Legal, and Customer Service teams to coordinate processes and address systemic concerns.
Reporting & Analytics: Develop and deliver performance dashboards, analyze trends, and provide actionable recommendations to senior management.
Talent Management: Assist with recruiting, onboarding, and planning for the future growth of the collections team.
Culture & Engagement: Foster a positive, accountable work environment that promotes teamwork and continuous improvement.