Loan Servicing Supervisor

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 team plays a crucial role in helping our customers from delivering up-to-date information on loan applications to educating potential borrowers about our products. As a supervisor, you'll help the team deliver high-quality, engaging customer experiences that build long-lasting relationships and support company growth.

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
• Generous paid time off

• Manage and direct the daily activities of Loan Servicing Specialists; ensure they understand and comply with call center objectives, performance standards, policies, and applicable regulations (e.g., UDAAP, FCRA, SCRA, NACHA)
• Monitor the call queue, track inbound call volume, and ensure staffing levels support demand
• Monitor and evaluate agent performance against core metrics (e.g., AHT, QA scores, CSAT, adherence), including coaching and corrective action as needed
• Answer Loan Servicing Specialist questions regarding best practices or difficult calls
• Resolve escalated customer complaints and questions; elevate matters with regulatory, legal, or reputational risk to the Assistant Head of Loan Servicing
• Provide ongoing training to Loan Servicing Specialists on business updates and new processes
• Identify troubled loans, operational gaps, and customer issues, and recommend improvements
• Provide inbound and outbound call support during peak periods
• Partner with other supervisors and management team members to support agents and maximize customer satisfaction
• Participate in recruiting, interviewing, and hiring Loan Servicing Specialist candidates
• Review and provide feedback on onboarding training materials; lead new hire training sessions
• Motivate and develop Loan Servicing Specialists through positive communication and feedback
• Maintain in-depth working knowledge of Lend Key's loan products and core servicing systems (e.g., Loan Pro)
• Support the confidentiality and security of borrower information
• Collaborate with internal departments on cross-functional projects as needed

• Bachelor's degree in Business, Management, or related field preferred
• Experience as a Team Lead, Supervisor, or Manager in a call center environment required
• Financial services experience is a plus, though not required
• Proficiency with technology, especially computers and standard business software
• Exceptional verbal and written communication skills
• Ability to coach, train, and motivate employees
• Strong problem-solving, decision-making, leadership, and customer service skills
• Ability to adapt and perform in a fast-paced environment
• Ability to build effective relationships across all levels of management and work well in a team-oriented environment

We’re looking for people who care deeply about delivering strong outcomes for customers and supporting their teammates. Lend Key was recognized as a 2026 Cincinnati Top Workplace by The Cincinnati Enquirer based on employee feedback.

You’ll be successful here if you align with how we work:

• 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

Lend Key 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…