Operations Technology Manager
About The Position
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.
Requirements
- 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
Responsibilities
- 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
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
11-50 employees
