Loan Servicing Specialist, Customer Service

LendKey•Cincinnati, OH

6d•$18•Hybrid

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 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 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 [email protected]. Visit Lendkey.com for more information.

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
Ability to manage multiple priorities and maintain accuracy and attention to detail
Courteous, professional, and positive demeanor
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.

Nice To Haves

Prior financial or loan servicing experience is helpful but not required

Responsibilities

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.