Senior Manager of Loan Servicing Operations

Description

Lend Key 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 plays a critical role in supporting borrowers throughout the loan lifecycle by providing timely, accurate information and delivering consistent, high-quality service. The Senior Manager of Loan Servicing Operations is responsible for the execution, performance, and scaling of loan servicing and collections operations across the organization.

Reporting to executive leadership, this role translates the company strategy into operational outcomes. The Senior Manager of Loan Servicing Operations is accountable for results and delivery, owning day-to-day servicing performance, multi-asset execution, and team leadership, while partnering closely with Risk, Compliance, Product, Technology, and Client teams.

• Executing and operationalizing the loan servicing and collections strategy set by executive leadership
• Scaling servicing operations to support portfolio growth and new products
• Ensuring consistent servicing execution across multiple loan asset classes
• Driving performance, compliance, and borrower experience through disciplined operations

• Own end-to-end execution of loan servicing operations, including customer support, payment processing, servicing workflows, and collections
• Execute and continuously refine collections strategies across early, mid, and late-stage delinquency in partnership with Risk and Compliance
• Establish, monitor, and manage servicing KPIs, SLAs, operational metrics, and portfolio trends; drive corrective action where performance gaps exist
• Translate high-level servicing and risk strategy into clear operating plans, workflows, and accountability
• Identify operational risks, control gaps, and process inefficiencies; implement mitigation and improvement plans
• Partner with Product and Technology teams on servicing impacts related to new products, platform enhancements, and configuration changes
• Ensure servicing and collections practices meet regulatory, investor, and contractual requirements
• Lead, coach, and develop supervisors, team leads and individual contributors; build a strong performance-driven culture
• Escalate material servicing, operational, or compliance issues to executive leadership with clear recommendations
• Support cross-functional initiatives and special projects as assigned

• Bachelor’s degree in Business, Finance, Operations Management, or a related field
• 8+ years of experience in loan servicing, collections, or financial services operations
• Demonstrated experience leading teams in a fintech, bank, or specialty lending environment
• Hands‑on experience supporting Private Student Loans, Student Loan Refinancing, and Home Improvement Loans
• Strong background in collections execution, loss mitigation, or servicing performance management
• Proven success in coaching leaders and delivering results through well‑executed operational processes
• Comfortable operating with executive guidance while owning day-to-day decision-making and delivery
• Strong analytical, communication, and problem‑solving skills
• Able to perform effectively in a fast‑paced, evolving environment

A genuine passion for delivering exceptional customer experiences and supporting team success

• Truthful – acting with honesty and integrity
• Helpful – supporting teammates, clients, and customers
• Present – engaged, accountable, and committed
• Driven – motivated to make a meaningful impact
• Diligent – thoughtful, detail‑oriented, and reliable in execution

• 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
• Com…